Support Policy Page

Customer Support Policy for ADVANCE EST

At ADVANCE EST, we prioritize providing exceptional support to our customers. Our support team is committed to assisting you with any questions or issues related to your purchases of electrical equipment.

1. Availability

• Our customer support team is available to assist you Monday to Friday, from 9:00 AM to 6:00 PM (local time).
• You can reach us via the following channels:
  • Email: abudhabi-sh@advest-uae.com
  • Phone: +971 2 676 2995
  • Live Chat: Available on our website during working hours.

2. Response Time

• We aim to respond to all inquiries within 24 hours on business days.
• Inquiries received outside business hours will be addressed the next business day.
• For urgent issues, please use our phone or live chat options during working hours.

3. Types of Support Provided

• Product Inquiries: Assistance with product features, specifications, and availability.
• Order Assistance: Help with order placement, tracking, and shipping details.
• Technical Support: Guidance on installation, usage, and troubleshooting of purchased electrical equipment.
• Return and Refund Support: Assistance with the return and refund process, including defective or damaged products.
• Warranty Claims: Support with warranty-related issues and manufacturer contact information.

4. Resolution of Issues

• Our team is dedicated to resolving your concerns as quickly and efficiently as possible.
• If an issue requires escalation, we will ensure it is addressed by the appropriate department and keep you informed throughout the process.

5. Feedback and Complaints

• We value your feedback and are always looking to improve our service.
• If you have any complaints or suggestions, please email us at [feedback@advanceest.com], and we will make every effort to address your concerns.

6. Technical Support for Products

• For complex technical issues or installation support, we may refer you to the manufacturer's technical team for more specialized assistance.
• Where applicable, our team will coordinate with the manufacturer to ensure a smooth resolution.

7. After-Sales Support

• Our support doesn’t end with your purchase. For any after-sales queries, including maintenance, updates, or additional product information, our team is here to help.

8. Service Quality Assurance

• We are committed to delivering high-quality customer support and will regularly monitor service interactions to ensure customer satisfaction.
• Any unresolved issues can be escalated to management for a final resolution.

For any inquiries or support needs, please contact us at abudhabi-sh@advest-uae.com or call us at +971 2 676 2995. We are here to help!