Service Policy

Service Policy

LeRGB always adheres to the business philosophy of "customer first, reputation first, technological innovation, and pursuit of excellence". Our service system has been carefully designed and continuously optimized to ensure that every customer can enjoy an efficient and professional service experience. "Enjoy audio-visual , innovate the vision"is the founding purpose and corporate mission of LeRGB.

Depot repair

Customers can send faulty equipment products to our enterprise maintenance center for precise repairs directly.

Fast logistics

We own a large  warehouse, can ensures accurate and fast delivery of devices to customers by selecting efficient logistics transportation.

Remote support

Engineers provide professional product recommendations, solution design, and technical consulting services to customers online .

Before-sale service

1. LeRGB always puts wholehearted customer service first, with comprehensive pre-sales services and a service philosophy of "professionalism and integrity", providing thoughtful pre-sales professional services for all LeRGB products to every customer.

 

2. Our experienced pre-sales team has professional guidance and thinking ability for the products that customers need, and can customize exclusive solutions for you.

1. LeRGB always puts wholehearted customer service first, with comprehensive pre-sales services and a service philosophy of "professionalism and integrity", providing thoughtful pre-sales professional services for all Lechuang products to every customer.

 

2. Our experienced pre-sales team has professional guidance and thinking ability for the products that customers need, and can customize exclusive solutions for you.

Warranty service

The warranty service covers a wide range, and whether it is a small problem or a major malfunction during product use, it can be properly resolved.

1. Warranty Process

a. In the event of a malfunction, please contact LeRGB directly with your warranty card or invoice;
b. Preliminary confirmation of hardware malfunction;
c. Confirm hardware faults, confirm warranty period, obtain device SN, and establish repair records;
d. Properly package the equipment and send it to the designated address;
e. Repair the equipment and send it out within 15 working days;
f. Follow up within five working days after the equipment is shipped to confirm the arrival and usage status, ensuring customer satisfaction.
 

a. Hardware Warranty Period: LeRGB provides customers with a one-year free hardware warranty service based on the service contract signed with them (subject to any changes in service time as stipulated in the service contract).
b. Promise of repair time: LeRGB promises to repair and return the equipment within 15 working days from the date of receiving the damaged parts. If the equipment cannot be repaired within the promised time, LeRGB will provide the customer with a spare equipment of the same model to ensure the prompt recovery of the customer's business (the customer must return the spare equipment and complete packaging to the designated address within three working days after receiving the repaired equipment, otherwise the purchase fee for the spare equipment must be paid at market price).

c. Repair equipment warranty: LeRGB provides a three-month warranty service for repaired equipment from the date of shipment. If the repaired equipment is still within the original warranty period, the longer of the two shall prevail.

d.Transportation cost explanation: The relevant expenses for transporting damaged items back to LeRGB Company shall be borne by the customer; The cost of delivering the repaired or replaced parts to the customer shall be borne by LeRGB Company. If the company detects that the "damaged parts" can work normally, the customer must pay all related transportation costs. If the company determines that the items that need to be repaired do not meet the warranty conditions stipulated in this clause or exceed the warranty period, the customer must also pay the price of a single repair service, including related transportation costs.

2、 Warranty terms

3、 Warranty Conditions

The following situations are not covered by LeRGB Company's service warranty:

a. The product serial number (SN) is missing, damaged, or unclear;
b. Malfunctions caused by human factors such as abnormal transportation, loading and unloading, use, maintenance, and storage by the purchaser. Such as lightning strikes, overvoltage and overcurrent, water ingress, etc;
c. Failure to follow product instructions (including software and hardware upgrades) resulting in product damage;
d. Products returned without confirmation from the customer service center;
e. Product damage caused by live plugging and unplugging of non hot swappable modules or cables;
f. Unauthorized disassembly, repair, or modification of the product;
g. The product model and serial number requested for repair do not match the returned one;
h. Product damage caused by force majeure events such as earthquakes, floods, etc;
i. Product damage caused by force majeure events such as earthquakes, floods, etc;
j. The customer's new feature requirements exceed the manufacturer's promised features at the time of purchase, and there are other non product quality issues.