Customer Service

Fibtron knows what strong technical support services mean to our valuable customers. It is extremely important for protecting our customers’ interests and enhancing their competitive advantages. Therefore, besides supporting our customers with reliable cost-effective products and warranty, the company also provides tailor-made professional technical support services to each Fibtron customer.

Fibtron has a professional service team of experienced engineers in the field of digital video and audio distribution. The professional team is capable of helping customers resolving problems or offering technical advices from end to end throughout the whole digital television distribution system.

The comprehensive technical support services include the following:

  • 24X7 fast response services via e-mail/telephone

  • Technical consulting and system integration advice

  • Remote diagnosis/system configuration (via Internet) Software and firmware upgrade

  • On-site system installation, set up, training and problem solving

  • Online technical training and problem solving

  • Hardware repair, replacement and RMA services

Service Agreement

Fibtron offers a comprehensive range of Service Level Agreements (SLAs) to our customers which best fit for their needs. Generally, Fibtron’s SLAs include:

  • Standard warranty

    All Fibtron product is guaranteed a 12-month warranty. Within the warranty period, customer can enjoy completely free of charge services including software upgrade, dedicated technical support, defect hardware repair or return.

  • Extended warranty

    When the 12-month warranty ends, customers can purchase extended warranty service to extend the warranty at 6 months, 12 months, 18 months or 24 months package. With extended warranty package, customers can enjoy the same privileges as standard warranty.

  • End of Sales or End of Life products

    For any End of Sales or End of Life products which are out of warranty, customer still can enjoy Fibtron’s professional support with just minimum payment on labor and replace materials. Please contact your dedicated service representative for more information.