Service

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
MPLED 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.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
MPLED 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
MPLED 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 MPLED , 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
Sending card
Be sent out within two working days
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
MPLED 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 MPLED. 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 MPLED.
4.Failures of control software
Paid service under warranty
1.Failures not caused by MPLED’s construction(such as, structure decoration etc).
2.Failures caused by incorrect operation to screen.
3.Failures caused by natural disaster.

MPLED 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 MPLED and customers; we would be not able to implement the above reporting procedure procedure without your active cooperation.

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