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Service & Support

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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
Time limit for the diagnose	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.