CUSTOMER SERVICE

  • Must-know For Customer

    It’s important & helpful to go through following FAQ before you make a decision for purchase with us:

     

    Q1:  What is the percentage of sending the components back to your factory for warranty repair.

    A:   Less than 5% over the past 10 years;

     

    Q2:  What are the 5% mainly about?

    A:   90% of the 5% are damaged of leds on the led boards ( modules );

     

    Q3:  How often do your customers need your help in the installation and usage of the displays?

    A:   About 25%?

     

    Q4:  How long does it take to have the problem resolved when they need your help?

    A:   80% are solved in 30 minutes. Some take longer mainly because of the local network being weak.

     

    Q5:  What are mainly the problems the customers need assistance with?

    A:   Connection of cables. Some customers make mistakes by connecting wrong cables.

     

    Q6:  How probable will I encounter a problem that I am not able to solve myself;

    A:   Very low probability, especially with our PlugGo Series, it’s become much less probable to have an issue. Besides, even if you have encountered an issue, as long as you are able to get your computer on line, we will help you fix the problem momentarily;

     

    Q7:  Is there any possibility that the display completely breaks down?

    A:   No. We have never had such a problem for our over 2,000 projects over the past 10 years. Besides, even if there is a massive failure, we will replace your display with a bran new one. 

  • Warranty

    Warranty Policy


    a. Warranty period for products purchased from JVE is 24 months from shipment date;

    b. A extended warranty of 12 month is offered with 3% of the total value purchased;

    c. Damages of products are in included in the warranty;

    d. During the warranty period, customer sends the parts for repair to JVE, pay for return mail of not lower than US$50.00, depending on the number of parts sent;

    e. All the faulty parts will be repaired or replaced without additional cost during the warranty period except for damages;

    2) . Spare Parts Policy

    a. It is mandatory that following spare parts be purchased together with the display order:

    a)  2% of the modules ( tiles, or pixel cards ), with total number not fewer than 5 pcs;

    b)  Minimum one control card, one interpreter card, and one power supply should be purchased together with the order;

    3) . Repair Service After Warranty 

    Repair service is available for those projects and spare parts after the warranty period. There may be charges for the services and each case will be evaluated and a quotation will be sent to the customer for assessment.

  • Online Service

    Online service for providing assistance to customer in the assembly & installation of the display is available at appointment and payment basis. Customer needs to ensure that the following things must have been completed before making an appointment with the JVE sales & and after sales service department:

    1) Customer must have read through ALL the information in “Customer Care” section here;

    2) Customer must ensure that he is able to have an electronic device that is able to hold a video conference with him(her), such as a mobile phone, an I-pad, a laptop or a desktop computer that could be connected online.

    3) Customer must have an Anydesk account ( Go to “Anydesk” and download an App);

    4) An appointment needs to be made in order to have such a meeting;

    5) The first online assistance is free for maximum 30 minutes which is usually enough for most cases. The second online meeting may be charged for US$100 - US$200 depending on the service requested.

  0.5% Repair Rate, We Promise.