Customer Support Policy

Effective Date: [Insert Date]
Website: https://neonetng.com.ng

At NeonetNG, we are committed to delivering top-tier customer service to support your experience before, during, and after your purchase. Whether you need help selecting a product, tracking an order, troubleshooting an issue, or requesting a return—we’re here for you.

1. Support Availability

Our support team is available during the following hours:

Support Hours:
Monday – Saturday: 9:00 AM – 6:00 PM
Sundays & Public Holidays: Closed (Email-only support)

2. Channels of Support

You can reach us through any of the following:

Email: support@neonetng.com.ng
Phone: [Insert Phone Number]
WhatsApp Chat: [Insert WhatsApp Number]
Live Chat (Coming Soon): Available on the bottom-right corner of our homepage
Walk-In Support: Visit our office at [Insert Office Address]

3. Response Time

We aim to respond to all support requests promptly:

4. Supported Issues

Our customer service covers the following:

• Product information and recommendations

• Order status and tracking

• Troubleshooting hardware issues

• Return, exchange, or refund inquiries

• Warranty guidance

• Website navigation and checkout support

• Complaints or escalation handling

5. Support Limitations

While we do our best to help you, our support team does not:

• Offer remote access or onsite visits (except where arranged for enterprise clients).

• Provide deep technical configuration services (e.g., network installations or surveillance system integrations) unless you’re subscribed to our Pro Support Plan.

• Troubleshoot third-party devices not sold by NeonetNG.

6. Escalation Procedure

If your issue is not resolved within the expected timeframe:

1. Reply to the support email or thread with [ESCALATE] in the subject line.

2. Your request will be forwarded to a supervisor or escalation team.

3. Escalated matters are addressed within 1–3 business days.

7. Feedback and Suggestions

We value your feedback. Please email any compliments, complaints, or suggestions to:
feedback@neonetng.com.ng

Your insights help us serve you better.

8. Service Commitment

At NeonetNG, we promise to:

• Treat you with respect and professionalism.

• Offer accurate information and fair resolutions.

• Be transparent, timely, and accountable.