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
Vista 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
Vista 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
Vista 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 Vista , 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
Vista 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 Vista. 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 Vista.
4. Failures of control software
Paid service under warranty
1. Failures not caused by Vista’s construction(such as, structure decoration etc).
2. Failures caused by incorrect operation to screen.
3. Failures caused by natural disaster.
Vista 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 |
|
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 Vista and customers; we would be not able to implement the above reporting processure without your active cooperation.
