Within the warranty period, we provide services to rectify product defects arising from design and quality issues, to ensure customer satisfaction.
A. Immediate remote service
Our technical support team offers remote assistance to resolve any issues encountered while using our LED displays through various instant messaging (IM) software like WhatsApp, WeChat, Skype, and Email, along with screen sharing through TeamViewer to ensure prompt and effective solutions.
B. On-site technical support service
Our team of engineering and technical experts can be deployed to provide on-site services such as installation guidance, commissioning, maintenance, and training, ensuring a seamless and efficient process for our clients.
C. Returning parts to the factory for maintenance.
a) Return faulty parts to NEXNOVO for maintenance or replacement. Trust us to resolve any issues with our high-quality service and efficient support.
b) Process:
1) If you encounter an issue with our product's material or manufacturing, please contact your sales representative to provide feedback. Our technician will analyze the problem, and if it can't be fixed by the customer, we'll provide a return address for the product. Customer satisfaction is our top priority.
2) To avoid product loss, kindly include a maintenance packing list inside the package. Your cooperation is greatly appreciated.
3) Please ensure that the package is delivered to the correct NEXNOVO address. Defective products should be packed appropriately, such as using wooden cases or adding waterproof measures to avoid secondary damage during transportation. Customers may choose insurance coverage. However, please note that NEXNOVO is not liable for damages caused by improper packing, transportation, or third-party factors during transit.
4) Customers are responsible for paying the freight cost for material returns. However, NEXNOVO offers free return shipping. Contact your sales representative in advance with details about the products needing maintenance to avoid rejection. Additionally, freight-at-destination packages will also be rejected. Thank you for your cooperation. Customers are responsible for paying the freight cost for material returns. However, NEXNOVO offers free return shipping. Contact your sales representative in advance with details about the products needing maintenance to avoid rejection. Additionally, freight-at-destination packages will also be rejected. Thank you for your cooperation.
5) Upon completion of repairs, a maintenance report will be provided with the returned product to inform the cause of failure.
D. On-site technical maintenance.
If the display screen malfunctions and it's deemed a third-level fault, our technicians can provide on-site maintenance services to address the issue. Please contact our after-sales team for assistance.
E. Technical support on site for important events
In case of important events, we can dispatch technicians to provide on-site technical support to ensure the display runs smoothly throughout the event.
