Support
Support that travels with the screen
From drawing approval to a replacement module, the same team stays with the project. Below is how service is handled and what is confirmed in the quotation.
Selection before order
Site photos, glass build-up, viewing distance and content are reviewed before a series is proposed.
Drawings and configuration
Cabinet layout, power distribution, signal routing and control position are issued for approval.
Commissioning guidance
Remote commissioning and video support are provided for projects outside our region.
Spares and replacement
Modules, power units and receiving cards can ship with the order or as agreed spares.
How a service case moves
Every case gets a named reference and a recorded outcome, whether it ends with a setting change or a replacement part.
01
Describe the fault
Send photos, the cabinet or module label and the control system log where available.
02
Remote diagnosis
The support team checks power, signal, configuration and module behaviour with your technician.
03
Parts or return
If a part is required, the spare is matched to the batch. If return is needed, an RMA reference is issued.
04
Close and record
The cause, replacement and configuration change are recorded against the project for future service.
Warranty
What is covered
Warranty follows the series and the configuration that ships. The quotation states the period and the covered parts before the order is placed.
- 2–3 years by series, confirmed in the quotation.
- Covers LED modules, power supplies and control cards under normal use.
- Excludes damage from water ingress, power surges, incorrect installation or unauthorised repair.
- Spare parts can be supplied with the original order so service does not wait for a shipment.
RMA process
Returning a part
Contact us with the project name, model, cabinet number and fault description.
Receive an RMA reference and the return address before shipping anything back.
Pack the part with its label and a copy of the RMA reference.
We inspect the part, confirm the cause and agree repair, replacement or credit.
Do not ship a part before an RMA reference is issued. Unreferenced returns cannot be matched to a project record.
Technical documents
Read the engineering guideDatasheets
Current electrical, optical and mechanical data for the series under consideration.
Request documentInstallation drawings
Cabinet layout, fixing details, service access and power/signal routes.
Request documentService guide
Module replacement, power unit access and control system recovery steps.
Request documentCommon questions
Before you order
These are the questions that most often change a specification. If your case is not covered, send the site details and we will answer it directly.
Ask the support teamWhat is the minimum order quantity?
One cabinet is accepted for quality testing. Mixed orders and sample configurations can be discussed with the sales engineer.
What is the usual lead time?
Standard models are typically shipped in 5–7 days. Custom cabinets and larger projects are usually 10–15 days after drawing approval. The confirmed date is written into the quotation.
Which payment methods are accepted?
T/T bank transfer and PayPal are accepted, with card payment for small orders. Terms are confirmed on the proforma invoice.
What does the warranty cover?
Warranty is 2–3 years by series and covers modules, power supplies and control cards. The exact scope is stated in the quotation.
Can you support installation?
Installation drawings, remote commissioning and video support are provided. For larger projects, an on-site engineer visit can be planned in advance.
Need a service answer for a live project?
Send the model, cabinet number and a short description of the fault. We will confirm the next step and whether a part or a configuration change is needed.
Mo–Fr, 09:00 bis 18:00 (GMT+8)