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    Service & Support

    Technical training 
    Our company will train the users based on the manual, system use guide and maintenance guide. The training include system use, system maintenance and equipment protection.

    After-sales services modes

    A.Phone service

    Absen After-sales Services Department provides customers with 24 –hour- phone service. When you contact us, please let us know the following information:

    1.Your name and phone number
    2.Warranty Card number
    3.Detailed fault information (if the fault could be presented by pictures, please take pictures and send them to us as possible as you can)

    Our after-sales service engineers will offer technical support and guidance based on your description.

    B.Real-time communication service

    Absen after-sales service engineers could provide customer services through TM & E-mail & MSN, for example, sending the video files of software operation & graphic card setup by TM to show how to operate.

    C.Remote control service

    Absen can operate the customer’s computer remotely via Internet, to install and set up software for customers, and to dispose of the technical fault of LED display system software.

    D.Post Service

    Under warranty, customers could send the defective components back to Absen , we will repair them and return to you as soon as we can. Please refer to the time chart of our response to some main components fault.

    Parts name
    Response time
    Graphic card  
    Be sent out within two working days
    TS801 Sending card
    Be sent out within two working days
    RV801 Receiving card
    Be sent out within two working days
    General Power supply  
    Be sent out within two working days
    Module?Driving board
    Be sent out within three working days

    E.On-site service

    We will send engineer to offer on-site service with your assistance upon your requirement.

    The scope of after-sales services

    Absen after-sales services are mainly related to the failures as below: hardware failure, connector failure, and control system failure, control software failure, the failure of accessories provided by Absen. The services under warranty are divided into the paid services and the free services, please refer to the following table:

    Free services under warranty

    1.Failures of module, power supply and fan in the display.
    2.Control system failures (graphic card, sending card, receiving card)
    3.Failures of connecting wires inside display cabinets supplied by Absen.
    4.Failures of control software

    Paid service under warranty

    1.Failures not caused by Absen’s construction(such as, structure decoration etc).
    2.Failures caused by incorrect operation to screen.
    3.Failures caused by natural disaster.
     

    Absen fault diagnosis time limits and overtime report procedure

    Fault level 
    Determination standard
    Disposal method
    Level 1
    Failures of connectors and control software 
    Guidance through phone call and network.
    Level 2 
    Failures of module, power supply, receiving card, sending card and graphic card.
    Mail service.
    Level 3  
    Modules or power supplies are defective in great numbers   
    On-site service.
    Level 4  
    Electric wires or a great number of modules in LED display are burnt out
    On-site service.

      
    Time limit for the diagnose

    Fault level

    Level 1  
     Level 2 
     Level 3 
     Level 4

      
    1 hour

     
     
     

    Customer Support 
    Manager

    4 hours

     

    Customer Support
    Engineer

    Customer Support Supervisor 
    Customer Service Operation Director
    12 hours

    Customer Support Engineer

    Customer Support Supervisor

    Customer Support Manager

    General Manager

    24 hours
    Customer Support Supervisor
    Customer Support Manager
    Customer Service Operation Director
     
    48 hours  
     Customer Support Manager
     
     
     
    72 hours
     
     
     
     
    Remark: Reporting time limit for Level 4 fault is calculated basing on 7 days per week, 24 hours per day; Reporting time limit for Level 1 & Level 2 & Level 3 faults are calculated basing on standard working time; the fault diagnose should be completed together by Absen and customers; we would be not able to implement the above reporting processure without your active cooperation.
     
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