ORPHEK CUSTOMER ASSISTANCE & SUPPORT
HOW DO I CONTACT ORPHEK TO ASK ABOUT A PRODUCT OR PLACE AN ORDER?
It is very easy! Just email us at: firstname.lastname@example.org
Orphek is proud to be committed to customer assistance excellence!
If you have any question regarding any of our LED Lighting Solutions, Orphek provides online Technical Support, answering to inquires from all over the world. From technical details about the products; payment, shipping and tracking of your purchased order (PO); to installation, maintenance and troubleshooting of your Orphek Led Lighting Solution, we offer you full support.
Our consultants, representatives and all professionals involved in the company-customer relationship understand the client’s priorities and are trained to provide full support and personal/customized services from the first contact. We are committed to reach successfully all our client’s expectations.
I BOUGHT AN ORPHEK PRODUCT AND NOW I HAVE QUESTIONS REGARDING MY UNIT (S). WHAT TO DO?
If you have any questions regarding installation, maintenance or troubleshooting of your purchased Orphek unit, please notice that Orphek has a standard assistance procedure that must be followed by all clients who have purchased our products.
So, before contacting us be prepared to answer a few basic questions about the product you have purchased.
FIRST WE NEED TO KNOW WHO YOU ARE!
- Full name
- Full address
- Phone number for contact.
SECOND, WE NEED TO KNOW EVERYTHING ABOUT THE PRODUCT YOU BOUGHT!
- Date & place of purchase
- Model and serial number of your Orphek unit
- Proof of purchase
- Copy of invoice
- Proof of delivery in perfect conditions
- Photos or video of the damage (good quality & focus)
- Full description of the damage.
I AM NOT SURE I KNOW WHERE TO FIND THE SERIAL NUMBER OF MY UNIT…
On the back of all Orphek products you can find its serial number, but if you are having trouble to gather the information requested just tell us, so we can also help you with that!
WHY DO I NEED TO SEND SO MUCH INFORMATION?
- Because Orphek products are submitted to warranty policies like any other product sold in any market any place in the world.
- Because Orphek sells 1000s of units worldwide and we need to track yours in order to help you!
WHY DO I NEED TO SEND YOU PHOTOS AND VIDEO OF THE DAMAGE IF I AM TELING YOU MY UNIT HAS A DAMAGE?
- The more information we have about your unit easier will be to provide you assistance!
- Just like your doctor, we will listen to you, but we will also want to come to our own conclusions according to our technical expertise.
- According to our own experience over the years providing support, sometimes clients do not exactly explain or tell us what we need to know in order to help them. A picture usually worth a 1000 words!
- Because we follow our warranty policies just like everybody else should do!
YOU BOUGHT ORPHEK UNIT(S) FROM A LOCAL STORE, DEALER, ONLINE SHOP!
If you have purchased your product from a dealer, local store or online shop – contact them directly for assistance.
Distributors, retailers and shop owners carrying our products are required to hold a minimum stock of units/parts for replacement if needed. They are also required to provide technical support to their clients in order to answer questions, give guidance and assist in the proper use and maintenance of our units.
If you bought for example, a Nokia cell phone, a Sony tv or any other electrical device and now it is not working what you do? You go to the shop where you bought the product or the dealer or the online shop where you placed your order correct? You don’t contact Sony facilities in Japan. You don’t call Nokia facilities in Finland right? Orphek is not different than any other brand selling technology.
I DID CONTACT THEM BUT THEY DID NOT HELP ME, WHAT TO DO?
- Orphek will not leave you unattended! But if you haven’t contacted them first we will tell you to follow the standard procedure of our warranty policies.
- They should be contacted first, but you can also contact us at time at email@example.com
I LIVE IN FIJI, DO I GET SUPPORT TOO?
Of course you do! Orphek sells its products worldwide. If you live in Fiji or any other location in the world you are entitled and you will receive support when needed.
If we have a local support in your region you will get local support. If not, our Client Support & Assistance Center will be more than happy to assist you at any time!
WHEN I WILL RECEIVE THE SUPPORT I NEED?
Orphek offers technical support 24 hours a day, 365 days of the year. All you need to do is contact us with the information requested above.
WHEN WILL ORPHEK NOT PROVIDE THE SUPPORT I NEED?
- Orphek offers all its clients a proper channel to request assistance & support. Only by contacting us through this channel you will receive the support you need.
- Orphek does not provide support for clients going to forums, facebook pages, public chats, etc… to complain about a defective product or lack of assistance. Unfortunately Orphek does not have a team of social media assistants to follow all and every forum or social media, website or app to try to find clients in need. We can and feel obligated to help you only if you contacted us to ask for assistance.
Orphek clients are definitely our most important assets, therefore we are 100% committed to their satisfaction. We invest in customer assistance efficiency because our clients have real value!