Service Rendered Measure Standard Target
Answering telephone calls
Within 3 ringings 90%
Handling complaints
Verbal Complaint Acknowledgment: Within 2 working hours 85%
Solution offered: Within 2 working days after receipt of complaint 80%
Written Complaint Acknowledgment: Within 1 working day 95%
Solution offered: Within 2 working days after receipt of complaint 75%
Response to enquires
Verbal enquires Within 4 working hours 90%
Written enquires Within 2 working days 90%
Preparation of sales quotation/contract after receiving requests
*Pro AV Products (except tenders/project) Within 3 working days 75%
Other Products Within 2 working days 90%
Preparation of confirmation letter after receiving signed quotation
Within 2 working days 95%
Making customer appointment
OA & Telecom products Within 1 working day 90%
**System products Within 2 working days 90%
Lead time for delivery after order confirmation(with stock available)
Office furniture within 7 working days 90%
Other products Within 3 working days 80%
(Service standards are not applicable to customers residing on Outlying Islands.)
Lead time for installation after delivery (except tenders/projects) Within 2 working days 95%
Lead time for replacement of goods after confirmation (with stock available)
Large-size copiers and office furniture Within 4 working days 70%
Other Products Within 3 working days 70%
Lead time for on-site demonstration after installation (except tenders/projects)
Within 2 working days 95%
Lead time for on-site repair service
During next working day 90%
Showroom Services
Greeting and service clarification Within 1 minute 95%
Other services within 5 minutes 95%

Remarks:

*including professional audio-video equipment, CCVE, PA systems, LL & intercom products and Teleconferencing systems

**including professional audio-video equipment, CCVE, PA systems, LL & intercom products, Teleconferencing systems and office furniture