Services

LED display training

LED display users will be trained by CLED based on the manual, system use guide and maintenance guide, including LED screen use, LED display system maintenance and equipment protection.

LED display after-sales services modes

1.Phone service

After-sales Services Department offers 24 hour- phone service for LED display. please let us know the following information when contacting:

1.Your name and phone number

2.Warranty Card number

3.Detailed fault information about LED display (It would be more helpful if you take photos about the fault of LED screen and send them to us ASAP)

LED display professional service engineers will offer technical support and guidance based on your description.

2.Real-time communication service

LED display professional 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.

3.Remote control service

LED display professional service engineers 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.

4.Post Service

Under warranty, please send the defective LED display components back to us, who will repair them and return to you ASAP. Please refer to the time chart of our response to some main components fault.

LED display Parts Response time
Graphic card within two working days
TS801 Sending card within two working days
RV801 Receiving card within two working days
General Power supply within two working days
Module&Driving board within three working days

5.On-site service

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

The scope of LED display after-sales services

LED display after-sales services will mainly cover the following failures: hardware failure, connector failure, control system failure, control software failure, the failure of accessories provided by CLED. LED display after-sales services under warranty can be divided into the paid services and the free services.

Free services under warranty

1.Failures of module, power supply and fan in the LED display.

2.Control system failures (graphic card, sending card, receiving card)

3.Failures of connecting wires inside LED display cabinets supplied by us

4.Failures of LED display control software

Paid service under warranty

1.Failures not caused by our construction(such as, structure decoration etc).

2.Failures caused by incorrect operation of LED screen.

2.Failures caused by incorrect operation of LED screen.3.Failures caused by natural disaster.

We 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 CLED and customers; we would be not able to implement the above reporting processure without your active cooperation.