Agree an after-sales process before selling the first pergola: identify every order and component, decide who diagnoses faults locally, confirm replacement compatibility and define parts, labour and freight responsibilities. A warranty duration by itself does not tell a dealer how a customer issue will be resolved.
Keep an installed-system record
Create a record for each customer with the approved drawing, model, dimensions, installation date, control configuration and component references. Photograph labels before they become difficult to reach. Record any replacement or installation change so the information continues to match the actual system.
This avoids a common service problem: ordering a part by appearance alone. Two similar-looking controls or motors may belong to different configurations. Ask the supplier to confirm compatibility against the order and component references before sending a replacement.
Decide what the local team can diagnose
Define a first-contact process that collects the symptom, when it began and what changed before it occurred. Ask for photographs and a short video from a safe position where appropriate. Separate roof-motion, control, accessory, drainage and finish reports so the right information reaches the supplier.
Do not ask homeowners to open powered equipment or force a jammed roof. Arrange qualified local help for electrical work and follow the delivered system instructions. Remote guidance needs clear observations; it cannot establish every site condition or replace an on-site inspection when required.
Choose spare stock from installed demand
A sensible spare-parts discussion starts with the configurations you actually sell. Ask the supplier about identification, compatibility, availability and ordering quantities for likely service items. Keep consumables and configuration-specific components distinguished in your records.
Avoid buying a broad stock of motors or controllers before checking whether they match the delivered versions. Review early service cases and installed volume, then adjust the stock plan. Lead times for replacement parts should be confirmed separately from the production window for a complete pergola.
Make the commercial responsibility visible
Confirm whether the proposed support covers the part, diagnosis, removal, reinstallation and shipment. Record what evidence is needed for a claim and who approves any local work. These arrangements should be understandable to your customer before the sale, not discovered after a problem.
JY Home Shade can provide installation videos and product material; agree the exact after-sales arrangement for your order. Do not turn general factory support into an unconfirmed promise of free local labour, permanent stock or a guaranteed response time. Include an escalation contact and keep a written case record until resolution.
Before you commit
| Decision area | Information to confirm |
|---|---|
| Identification | Order number, drawing revision and component label. |
| Symptoms | What happens, when it started and affected functions. |
| Site evidence | Photos or video plus relevant installation observations. |
| Compatibility | Supplier confirmation of the replacement reference. |
| Responsibility | Parts, local labour, freight and approval process. |
Your next-step checklist
- Create an installation record for every sale.
- Agree a fault-report template and local service contact.
- Confirm spare references before committing to stock.
- Give the customer operating instructions and the agreed service route.
Questions buyers ask
Should every dealer stock spare motors?
Stock decisions depend on the installed configurations and confirmed compatibility. Discuss actual references and demand with the supplier before ordering.
Are replacement parts and labour always covered together?
Do not assume that. Parts, diagnosis, local labour and freight may have different terms and must be confirmed in the applicable agreement.
A message you can send us
We expect to install [project types/models] in [market]. Our local service capability is [details]. Please confirm component identification, spare ordering and the proposed split of parts, labour and freight responsibilities.
Attach available drawings or photographs and identify any details that are still undecided. We can use the brief to clarify the proposed product and the information needed for quotation.
Discuss your project or dealer plan
Send the brief above with your location and quantity.
Open the quotation form →