This Support Service Policy sets forth ARECH’s support terms and conditions, as well as provides a description of ARECH’s technical support levels. Technical contacts are the liaisons between the Customer and ARECH for technical support, or for ARECH’s Software and hardware.
Technical contacts should have, at a minimum, ARECH’s introductory product training, to ensure that they are knowledgeable about the ARECH Software and hardware, and its operating environment in order to help resolve system issues and to assist ARECH in analyzing and resolving support problems.
It is very important to us that we get things right. Our Customer Support Service Policy has been established to be reflective of our shared values. These values set forth basic principles for working with our customers, and include INTEGRITY, EMPATHY, CUSTOMER CARE, PASSION, and TEAMWORK.
Our commitment to high standards is reinforced in this Customer Support Service Code of Conduct. Customer Support Service is really about interaction and communication. It goes far beyond the technical aspects of product or service offerings. The real differentiator is communication and interaction. If we want our customers and suppliers, to be able to trust us, confident that our decisions and procedures are ethical and beyond reproach.
This code provides clear direction on the conduct expected in support of our customers. It applies to all employees, contractors, and others acting on behalf of ARECH company.
Working hours (Monday-Friday) 08:30-12:00, 13:30-18:00Online response time: 24 hours service responseTechnical service phone: +86 755 2319 1723 (Working hours: 08:30-22:00)Technical service email: firstname.lastname@example.orgWeChat: 131358057268WhatsApp: 13158057268
I: Hardware failure in the display, include: LED module failure, power supply failure, connector failure, controller failure, etc.II, Software failure in the display, include content management failure, configuration failure, program failure, intelligence setup failure, etc.III. Technical guidance for the project demands include simulation schematics, power distribution diagram, and technical support for your biddingIV. Online support service is available during working hours.V. On-site service is available.VI. Training service
In today’s competitive marketplace, good technical skills and verified knowledge make things more simple. That’s why we offer a series of training programs, providing professional training courses for our clients.
ARECH Responsibility is not to the end when the product is delivered, we offer the after-sale service to solve the issue when the product installation and operation during the warranty period, followed by Full Assistance and Service.
This Support Service Policy applies to LED display products (hereinafter referred to as “Products”) purchased directly from ARECH and within the Warranty Period. Any products not purchased directly from ARECH do not apply to this Policy.
The warranty period shall be in accordance with the specific sales contract. Please pay attention to the warranty time and relevant valid warranty documents with the products. In addition, we still provide life-long maintenance and only charge for the material cost and labor cost.
Customer Support Service code of conduct ARECH Support Service team expects the highest possible standards of integrity and conduct in all matters. We look for a great partnership with our clients, supported by the following Code of Conduct:
We put you, the customer, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention, and empathy. This means listening intently, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.
We receive your complaints as opportunities to serve you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to your complete satisfaction.
We provide honest responses and do not make promises we cannot keep. We conduct ourselves with integrity. Likewise, we will deliberate carefully before making commitments or promises, because we understand nothing annoys customers more than a broken one.
Furthermore, we demonstrate a thorough knowledge of ARECH products and services so that we can address your unique situation with optimal solutions. We make sure you have all the information you need to get a great experience and value from our partnership. To provide you a great experience with products, services, or the ARECH Support Service team, and you are always welcome to our factory and take part in our training course to know more details of our LED display product.
We treat all information received from you as proprietary for the purpose of benefiting our partnership.
Our Support Service team committed to being a valued and trusted partner and making every communication positively, your positive comments and feedback are appreciated.
While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, there are still have some complaints that may occur, your complaint will be investigated, resolved, and used as a means to improve our service. Please feel free to share your comments with us.
During your communication and interaction with the ARECH Support Service team, if you are not happy with the service you experience, please submit a detailed summary of your concern(s) by phone, or in writing a message or email to us with your concerns. All concerns will be appropriated to the person or department best suited to respond.
We will acknowledge all written concerns within 24 hours of the working day of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction.
ARECH fully complies with applicable laws and regulations whenever we do business. Particular care to ensure compliance is and must always be taken by employees or subcontractors acting on ARECH’s behalf when working outside our core territory.
5&6F, BLK 8, Huihao Industrial Park, No. 61 Jinan Road, Guangming District, Shenzhen, China, ZIP Code: 518106
2F BLG1, Xintaiyang Industrial Park, NO. 114 Zhulongtian Road, Shiyan Street, Baoan District, Shenzhen, China, ZIP Code: 518000