Customer Care
At Videopro, we are committed to providing you with world-class service from the day you purchase your new integrated audio-visual system.
An integrated audio-visual system is not only a sensory experience, but it is also a significant investment, one that you need to protect. We want you to get the same joy from your system in the years to come as you do today. This is why we have a range of Customer Care Plans to help you protect your investment.
Our aim is to not only resolve current issues quickly, but to prevent future problems. This allows you to achieve greater functionality and reliability for the life of your system.
Our Customer Care Commitment
Videopro Customer Care plans are designed to ensure the optimum, ongoing performance of your system. We provide you with a professionally managed preventative maintenance program, dedicated help desk support and emergency call-out services, giving you peace of mind.
Our support technicians
At Videopro, we believe our people are integral to providing excellent support. We look for the right blend of support technicians to ensure we surpass your support needs. Our people have superior communications skills and lateral problem solving abilities. In addition, they thoroughly understand our products and the audio-visual industry.
The Videopro Customer Care program offers three support plans:
- Plan Care
- Essential Care Plus
- Essential Care
VIDEOPRO CUSTOMER CARE BENEFITS
Audiovisual systems have become an integral part of many businesses. A Videopro Customer Care plan can provide you with several key benefits:
- PEACE OF MIND
- COST SAVINGS
- CONVENIENCE
Platinum Care Plan
Platinum Care is the most comprehensive support option for mission-critical environments where high availability is essential. Videopro Customer Care's Platinum Care support solution provides maximum system uptime support via a 24/7 help-desk support, unlimited on-site support (two hour response), four preventative maintenance visits per year, loan equipment, free parts replacement and user-training.
Essential Care Plus Plan
Solid coverage for key audiovisual systems. Provides business hours help-desk support (Monday-Friday, 8:00am-5:00pm) and two preventative maintenance visits per year.
Essential Care Plus includes two on-site support call-out per year (four hour response), pre-arranged on-site support call-out rates and a discount on replacement parts.
Essential Care Plan
Expert system support. As an Essential Care support customer, you will receive business hours help-desk support (Monday-Friday, 8:OOam-5:OOpm), one on-site support call-out per year (same-day response), pre-arranged on-site support call-out rates and a discount on replacement parts.
Preventative Maintenance Visits
A preventative maintenance schedule will be implemented and monitored for all Videopro Customer Care client visits to ensure that your system is consistently functioning as designed. Videopro Customer Care technicians will regularly visit your site and perform a full evaluation and diagnosis of your audiovisual systems: inspect, test, clean, adjust and re-label all equipment on a regular basis. Following each visit, a detailed site-report, outlining the status of all system parts will be provided to you.
Help Desk Support
The Customer Care help desk provides immediate access to service technicians, including:
- Access to the dedicated Videopro Customer Care phone number
- Remote Diagnostics (where access is provided/available)
- User assistance for set up & operation
- Support for audiovisual systems & videoconference systems
- Initiate service and or emergency call-out
- Logging of system faults or operational difficulties
On-Site Support
If your equipment experiences problems our technicians will respond quickly, keeping your down-time and inconvenience to a minimum. Videopro Customer Care customers benefit from priority support over non-plan holders and pre-arranged call-out rates for any on-site support visits over-and-above the visits scheduled in the Customer Care plan.
Parts Replacement/Labour Inclusion
Videopro Customer Care technicians will organise replacement parts and relevant labour to ensure the integrity and functionality of your audiovisual system. All replacement parts and labour are included with the Platinum Care plans. Essential Care and Essential Care Plus customers benefit from a discount off all parts.
Loan Equipment
In the instance of equipment failure, Videopro will provide Platinum Care Customers with temporary loan equipment to ensure that your mission critical applications are not delayed, awaiting equipment to be returned from service.
User Training
For Platinum Care Plan holders, we will train all users of your new audio-visual system at your system handover. Your new audiovisual system is most effective when employees are familiar with and embrace the technology. Our 6-month refresher training session ensures that we capture any new employees and that they receive appropriate training and become competent users of your audio-visual system.
Contact Us
To find out more about Videopro, please call us on 1300 VIDEOPRO or email sales@videopro.com.au to speak with one of our customer service representatives.
