Frequently Asked Questions & Comprehensive Service System

DAWB Series Intelligent Microwave Integrated Tea Fixing Machine - FAQ & Comprehensive Service System

I. Frequently Asked Questions & Professional Answers

(1) Product Technology

Q1: What are the advantages of microwave & light wave fixing compared with traditional methods?
Di'an Optoelectronics intelligent microwave & light wave integrated tea fixing machine adopts dual-core heating technology of microwave + light wave. The comparison is as follows:
Comparison Items Traditional Drum Fixing Steam Sterilization Di'an Microwave & Light Wave Fixing
Heating Method External Heat Conduction Steam Conduction Microwave Penetration + Light Wave Aroma Locking
Fixing Time 8-15 minutes 3-5 minutes 1.5-3 minutes
Temperature Uniformity Poor, easy to burn tea leaves Average Synchronous uniform heating inside & outside
Chlorophyll Retention Average Good ≥85%
Aroma Performance Pan-fried aroma Mild & dull aroma Fresh & rich aroma
Energy Saving Average High energy consumption 30% lower than similar equipment
Continuous Operation Continuous workable Continuous workable Fully automatic tunnel type
Q2: Will the equipment damage the nutritional ingredients of tea?
No. Microwave fixing takes only 1/8 of the traditional process with relatively low temperature. The retention rate of vitamin C reaches over 85%, and the loss rate of amino acids is ≤12%. Meanwhile, microwave can break tea cell walls, making active ingredients easier to dissolve during brewing and improving rehydration performance.
Q3: What raw materials can this equipment process?
DAWB series has a wide range of applications:
  • Tea: Green tea, black tea, oolong tea, white tea, yellow tea, dark tea, Pu-erh tea
  • Flower tea: Chrysanthemum, rose, honeysuckle, osmanthus, etc.
  • Others: Dehydration & sterilization of Chinese herbal medicines, seasonings, grains, fruits and vegetables; seafood drying
Q4: Is microwave leakage harmful to human health?
Completely safe. The equipment strictly complies with national standard GB10436-89, with microwave leakage ≤5mw/cm². Multiple safety protections are equipped:
  • Microwave door adopts track shielding gas spring structure for good sealing;
  • Emergency stop button, guardrails and leakage protection device are equipped;
  • Triple safety interlock switch, power cuts off automatically when the door is opened;
  • Every unit passes strict leakage test before delivery.
Q5: Is the equipment complicated to operate? Do we need professional staff?
Very easy to operate. It is equipped with intelligent frequency conversion control system and PLC touch screen human-machine interface. You can set fixing temperature, time and rotating speed with one click, which automatically matches requirements of different fresh tea leaves and moisture content. The whole process of feeding, fixing and discharging is fully automatic. Beginners can get started quickly without 24-hour on-duty supervision.
Q6: How does the equipment solve the cooling problem after tea fixing?
It is equipped with Gree intelligent variable frequency air cooling & circulating heat dissipation closed-loop cooling system. Cooling is completed synchronously during fixing and discharging, no extra cooling equipment or manual handling is needed. Fan speed and cooling time can be adjusted flexibly according to tea types, which greatly reduces labor and site costs and realizes integrated continuous production.

(2) Quality Assurance

Q7: What tests will the equipment undergo before delivery?
We implement strict three-inspection factory standards:
Inspection Procedure Inspection Content
1st Inspection (Core Components) Smoothness of fixing drum and thermal conductivity of heating elements to prevent tea adhesion and ensure even heating
2nd Inspection (Control System) Precise temperature and time control to meet processing demands of various teas
3rd Inspection (Safety Configuration) Full inspection on emergency stop button, safety guardrails and leakage protection devices
All equipment must pass overall trial operation before delivery.
Q8: Are the materials safe? Do they have food-grade certification?
All materials meet food safety requirements. All parts contacting tea are non-toxic and harmless. Model 100 and 200 are fully made of 304 stainless steel with FDA food-grade certification. The equipment produces no open flame or exhaust gas, keeping the working environment clean.
Q9: How energy-efficient is the equipment? How much power can it save?
Power consumption is about 30% lower than similar products. Take DAWB-600 (240kW) as an example, it can save 576 kWh after 8 hours of continuous operation. Independent dehumidification and ventilation in separate chambers ensure thorough moisture evaporation and reduce subsequent drying costs.

(3) Installation & Commissioning

Q10: What conditions are required for equipment installation?
  • Site: Flat concrete ground with qualified load-bearing capacity;
  • Power: Three-phase 380V/50Hz power supply, customizable for international standards;
  • Space: Reserve at least 1 meter around the equipment for operation and maintenance;
  • Environment: Good ventilation in the installation area.
Q11: How long does installation and commissioning take?
The time varies according to equipment model and configuration.
Q12: What about transportation and packaging?
We adopt three-level export packaging standard suitable for long-distance land and sea transportation:
  1. 1st layer: Stretch film for moisture-proof protection;
  2. 2nd layer: Custom high-strength export wooden crate for shock absorption;
  3. 3rd layer: Fumigated pallets + steel strapping for reinforcement.
It effectively prevents vibration, dampness and damage during transportation.

(4) After-sales & Maintenance

Q13: What is the warranty period and coverage?
Warranty Rules: 12-month full machine warranty, 6-month warranty for magnetron (core component), calculated from the acceptance date.
Warranty Coverage: Free repair and replacement for failures of the whole machine and original accessories under normal operation.
Exclusions: Damage caused by improper operation, unauthorized disassembly/modification, force majeure (fire, flood, lightning etc.), and normal consumable parts.
Q14: How to deal with equipment failures? What is the response time?
We have established a three-level emergency response mechanism:
Fault Level Description Response Time Solution
Level 1 Minor faults, no impact on production Remote response within 2 hours Remote guidance for troubleshooting
Level 2 Affect partial production lines Response within 4 hours, on-site service ASAP On-site repair by professional engineers
Level 3 Full production shutdown Emergency response within 1 hour Urgent dispatch + air transportation of spare parts
Q15: What routine maintenance is required?
Easy daily maintenance:
  • Daily: Clean air intake filter and heat sink to remove dust;
  • Weekly: Clean drum interior and inspect transmission components;
  • Monthly: Check gear clearance and add lubricating oil;
  • Quarterly: Calibrate temperature control system and test insulation performance.
Q16: What are the vulnerable parts? How to guarantee spare parts supply?
Main vulnerable parts: Conveyor belt (service life: 1-2 years), seals (service life: 1 year), magnetron (6-month warranty, service life: 2-3 years). We promise to supply spare parts for no less than 5 years after equipment discontinuation. Key spare parts can be stocked in advance or delivered quickly via logistics.
Q17: Do you provide operator training?
Yes. We provide a three-tier training system: Basic training (operation, daily maintenance and simple troubleshooting with manuals, videos and online Q&A); On-site training (1-3 days) during installation and commissioning; Advanced training (equipment principle, advanced debugging and maintenance, customers can send staff to our factory).

(5) Business & Delivery

Q18: Price range and quotation content?
The price of DAWB series ranges from RMB 198,000 to 768,000. Quotation is customized according to model, power and configuration.
Included: Main unit, standard accessories, control system, technical documents and operation manual.
Excluded: Domestic & international shipping cost, installation & commissioning fee (negotiable in contract), import tariff & customs clearance fee, on-site infrastructure and power support works.
Q19: What is the standard delivery time?
Standard models: 45-60 working days; Custom models: 70 working days.
Process: Design confirmation (5-7 days) → Raw material procurement (10-15 days) → Production & manufacturing (25-35 days) → Factory testing (5-7 days) → Packaging & shipment (3-5 days).
Q20: Can you provide sample testing service?
Two testing methods are available:
  1. Sample testing: Customers send fresh leaf samples to our factory. We conduct fixing tests and provide test reports & finished samples;
  2. Factory visit: Welcome to visit our factory in Ya'an, Sichuan to watch on-site equipment operation.
Q21: What customization options are supported?
Custom Items Optional Solutions
Track Material Stainless steel mesh belt / Teflon cloth belt
Cavity Length Customized according to production capacity
Number of Microwave Sources Adjustable within model range
Control System Standard PLC / High-end Touch Screen / Custom Program
Voltage Adaptation Global mainstream national standards
UI Language Chinese / English / Spanish / Other customized languages
Special Functions Organic certification module, CTC blade, special processing functions

II. Full-Process Service System

(1) Pre-sales Service Process
Di'an Optoelectronics provides customers with comprehensive technical support and solution design services during the pre-sales stage, ensuring that customers choose the equipment that best suits their needs.
Service Commitment:
  • All inquiries will be replied within 24 hours;
  • Free sample testing (customer bears sample shipping fee);
  • Technical solutions can be revised repeatedly until satisfaction.
(2) In-sales Service Process
Full progress tracking from contract signing to delivery:
Stage Service Content Communication Method Standard Time
Production Scheduling Confirm production plan and update progress regularly Email / WeChat notification Within 3 days after contract signing
Manufacturing Produce according to specifications and feedback key process status Photos / Videos Weekly during production
Factory Testing 72-hour continuous operation test On-site witness available Before shipment
Packaging & Shipping Three-level export packaging, provide packing list & shipping notice Packaging photos / videos After passing test
Logistics Tracking Provide tracking number for real-time status Daily update From shipment to arrival
Delivery & Acceptance Customer unpacks and inspects goods Provide acceptance form template Within 3 days after arrival

Acceptance Standards:
  1. 1.Intact outer package without damage, dampness or deformation;
  2. 2.No damage, rust or dent on equipment and accessories;
  3. 3.Model, configuration and quantity are consistent with contract;
  4. 4.Complete documents including manual, certificate and warranty card.

Service Commitment
  1. Production progress is reported proactively every week.
  2. In case of delay, please give written notice 10 working days in advance and explain the reason.
  3. In the event of damage during transportation, we will assist customers with claims and prioritize replacements.
(3) Installation & Commissioning Service Process
1. Installation Service Classification
Service Level Service Content Applicable Scenarios Fee Description
Level A (Remote Guidance) Provide detailed installation drawings and video tutorials. Customers complete installation independently with our remote video guidance. Customers with professional technical staff Free of charge
Level B (On-site Service) Arrange engineers to conduct on-site installation and commissioning First-time purchase, large-scale equipment Quoted separately
Level C (Turnkey Project) Engineers stay on-site full-time to complete installation, commissioning, trial production and staff training Whole-plant projects, overseas projects Quoted separately

2. Standard Installation & Commissioning Procedure
Step Work Content Standard Time
1 Check site, power supply and foundation conditions 3 days before installation
2 Unpack and check equipment & accessories together 0.5 day
3 Hoisting, positioning, leveling and fixing 1-2 days
4 Wiring, system connection and parameter setting 1 day
5 30-minute no-load test and parameter inspection 0.5 day
6 Trial production and parameter optimization 1 day
7 Joint inspection and acceptance signing 0.5 day
8 Operation & maintenance training 1-2 days
On-site service note: We cover engineer's salary and insurance; customer covers round-trip transportation, accommodation and local insurance.

3. Acceptance Criteria
Acceptance Item Standard Requirement
Equipment Operation Stability No abnormal vibration or noise
Temperature Control Accuracy Temperature deviation between actual value and set value ≤ ±2℃
Fixation Effect of Tea Tea leaves are emerald green without burnt edges or red leaves, and the grassy odor is eliminated
Production Capacity Reach over 95% of the contracted production capacity
Safety Performance All safety devices work normally; microwave leakage ≤ 5mw/cm²
Energy Consumption Index Comply with the contracted energy consumption standard
(4) After-sales Service Process
1. Warranty Service
Services Specific content
Warranty period The entire machine is covered by a 12-month warranty, and the magnetron is covered by a 6-month warranty (calculated from the date of acceptance).
Fault Response We will respond within 24 hours of receiving a fault notification and provide remote diagnostics and solutions.
On-site repair If on-site repairs are required, the engineer will arrive at the site within the agreed time.
Spare parts supply Faulty parts will be replaced free of charge during the warranty period; after the warranty period, they will be supplied at cost price.
Technical Support Provide 24-hour technical support hotline service
Regular follow-up visits We will proactively conduct follow-up visits 1-2 times per year to check the equipment's operating status.

2. Service Flowchart

3. Warranty Explanation
Under warranty:
  • Any malfunctions that occur under normal operating conditions
  • Quality problems caused by manufacturing defects
  • Damage caused by non-human factors

Situations not covered under warranty:
  • Damage caused by failure to use in accordance with the user manual
  • Malfunctions caused by unauthorized disassembly or modification of equipment.
  • Damage caused by force majeure (fire, flood, lightning strike, etc.)
  • Normal consumables (such as conveyor belts, seals, etc.)
  • Damage caused by abnormal power supply voltage

4. Emergency Service MechanismDi'an Optoelectronics has established a three-level emergency response mechanism:
Fault Level definition Response time Solution
Level 1 (Common Fault) The equipment is operational and will not affect normal production. Remote response within 2 hours Remote guidance to resolve issues; parts can be mailed if necessary.
Level 2 (Affecting production) The equipment is operational but it affects some production lines. Response within 4 hours, arrive at the scene as soon as possible Engineer on-site repair
Level 3 (Production Stoppage Fault) The equipment is inoperable, and production has been completely halted. Response within 1 hour, arrange the fastest transportation Emergency dispatch + spare parts air transport
(5) Training Service System
Training Module Content Method Suggested Duration
Equipment Principle Microwave fixing principle & structure introduction Theory + Drawing study 2 hours
Operation Skills Start/stop, parameter setting & process adjustment Practical training 4 hours
Routine Maintenance Cleaning, wearing parts replacement & lubrication Practical training 2 hours
Troubleshooting Common fault identification & handling Case study 2 hours
Safe Operation Safety rules, emergency handling & protection measures Theory + Practice 1 hour

Training and Assessment Standards:
  1. Theoretical assessment: Equipment principles, safety procedures, and maintenance points (80 points to pass)
  2. Practical assessment: Independently complete power-on, parameter setting, and normal shutdown (pass/fail)

Upon successful completion of the assessment, a training certificate will be issued to ensure that operators can use the equipment independently.
(6) Customer Service Commitment
Di'an Optoelectronics strictly adheres to the group standard "After-sales Service Specification for Tea Machinery" (T/CSTEA 00081-2025) and solemnly promises to its customers:
  1. 1.24-hour technical response for all fault reports;
  2. 2.Lifetime free technical consultation;
  3. 3.Spare parts supply for no less than 5 years after equipment discontinuation;
  4. 4.Free professional operator training;
  5. 5.1-2 regular proactive return visits per year for preventive maintenance;
  6. 6.Continuous process optimization suggestions according to tea varieties;
  7. 7.Every equipment passes 72-hour continuous operation test before delivery.
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