Support Policy - Patmos Varieties

Last Updated: October 15, 2025

1. Our Commitment to You

At Patmos Varieties, we are dedicated to providing exceptional customer support throughout your hire-purchase journey. This Support Policy outlines the assistance we provide, how to reach us, and what you can expect from our customer service team.

2. Customer Support Services

2.1 Pre-Purchase Support

Before you make a purchase, we help you with:

Product information and specifications
Hire-purchase eligibility and credit assessment guidance
Payment plan options and calculations
Product comparisons and recommendations
Delivery area verification
Frequently asked questions

2.2 Order and Payment Support

During your hire-purchase period, we assist with:

Order status and tracking
Payment reminders and schedule adjustments
Payment method changes
Invoice and receipt requests
Payment history and balance inquiries
Early settlement calculations
Late payment resolution

2.3 Product Support

For product-related issues, we provide:

Installation and setup assistance
Usage instructions and troubleshooting
Maintenance tips and best practices
Warranty claim processing
Repair coordination and scheduling
Replacement part sourcing
Product return and exchange assistance

2.4 Technical Support

For website and account issues:

Account creation and login problems
Password reset assistance
Website navigation help
Mobile app support
Online payment issues
Order modification requests

3. How to Contact Us

3.1 Contact Channels

You can reach our customer support team through:

Phone Support:

Main Line: [Your Phone Number]
WhatsApp: [Your WhatsApp Number]
Hours: Monday - Saturday, 8:00 AM - 6:00 PM
Response Time: Immediate to 5 minutes

Email Support:

General Inquiries: support@patmosvarieties.com
Payment Issues: payments@patmosvarieties.com
Returns: returns@patmosvarieties.com
Technical Support: tech@patmosvarieties.com
Response Time: Within 24 hours

Live Chat:

Available on our website
Hours: Monday - Saturday, 9:00 AM - 5:00 PM
Response Time: Within 2 minutes

Social Media:

Facebook: @PatmosVarieties
Instagram: @PatmosVarieties
Twitter: @PatmosVarieties
Response Time: Within 4 hours during business hours

In-Person:

Visit our showroom at [Your Physical Address]
Hours: Monday - Saturday, 9:00 AM - 5:00 PM
Sunday: 10:00 AM - 2:00 PM

3.2 After-Hours Support

For urgent issues outside business hours, you can:

Leave a voicemail and we\'ll call you back first thing in the morning
Send an email for priority handling the next business day
Use our WhatsApp number for emergency delivery or payment issues

4. Response Times and Service Levels

4.1 Priority Levels

We categorize requests by priority:

High Priority (Response within 2 hours):

Payment processing errors
Delivery emergencies
Product safety concerns
Account access issues

Medium Priority (Response within 24 hours):

General product inquiries
Warranty claims
Return requests
Billing questions

Low Priority (Response within 48 hours):

General information requests
Feedback and suggestions
Marketing inquiries

5. Delivery and Installation Support

5.1 Delivery Tracking

You can track your delivery through:

Real-time SMS updates
Email notifications
Order tracking page on our website
Customer service hotline

5.2 Delivery Issues

If you experience delivery problems, we will:

Investigate the issue immediately
Provide regular updates on resolution progress
Reschedule delivery at no extra cost
Compensate for significant delays (case by case)

5.3 Installation Services

For products requiring installation:

Professional technicians perform installation
Installation is included in the product price
We provide usage demonstrations
Follow-up support for 30 days post-installation
Re-installation if issues arise (within 30 days)

6. Warranty and Repair Support

6.1 Warranty Claim Process

To file a warranty claim:

Contact our support team with product details and issue description
Provide proof of purchase and photos/videos of the defect
We assess eligibility based on warranty terms
Approved claims are processed within 3-5 business days
We arrange repair, replacement, or refund as appropriate

6.2 Repair Coordination

For products needing repair:

We coordinate with authorized service centers
Provide loaner products for essential items (subject to availability)
Cover repair costs for warranty-covered issues
Facilitate pickup and delivery for large items
Provide repair status updates

7. Payment Assistance

7.1 Payment Plan Adjustments

If you\'re experiencing financial difficulty, we can:

Review and adjust your payment schedule
Offer payment holidays (subject to approval)
Restructure your hire-purchase agreement
Provide guidance on early settlement discounts

7.2 Payment Disputes

For payment-related disputes:

Contact us immediately to discuss the issue
Provide transaction details and supporting evidence
We investigate within 48 hours
Corrections are processed within 5-7 business days

8. Returns and Exchanges Support

Our team assists with:

Return eligibility verification
Return authorization and instructions
Pickup scheduling for large items
Return status tracking
Refund processing updates
Exchange product recommendations

9. Feedback and Complaints

9.1 We Value Your Feedback

Your feedback helps us improve. Share your thoughts through:

Post-purchase surveys
Email to feedback@patmosvarieties.com
Social media reviews
In-person at our showroom

9.2 Complaint Resolution Process

If you have a complaint:

Initial Contact: Reach out to our customer service team
Investigation: We investigate your complaint within 48 hours
Resolution Proposal: We propose a resolution within 5 business days
Escalation: If unresolved, escalate to our Customer Service Manager
Final Review: Senior management reviews within 7 business days

10. Training and Resources

10.1 Self-Service Resources

Access helpful resources on our website:

Frequently Asked Questions (FAQ)
Product user manuals and guides
Video tutorials
Hire-purchase calculator
Payment schedule examples
Maintenance tips and checklists

10.2 Product Demonstrations

Visit our showroom for:

Live product demonstrations
One-on-one consultations
Hire-purchase application assistance
Product comparison guidance

11. Quality Assurance

11.1 Our Standards

All customer service representatives are trained to:

Respond promptly and professionally
Provide accurate and helpful information
Treat all customers with respect and courtesy
Follow up on unresolved issues
Maintain confidentiality of your information

11.2 Monitoring and Improvement

We continuously improve our service by:

Monitoring call quality and response times
Analyzing customer feedback and satisfaction scores
Regular staff training and development
Updating support processes and resources

12. Special Support Programs

12.1 VIP Customer Support

For high-value customers or those with multiple hire-purchase agreements:

Dedicated account manager
Priority response times
Flexible payment arrangements
Exclusive promotions and early access to new products

12.2 Accessibility Support

We provide additional assistance for customers with disabilities or special needs. Contact us to arrange appropriate accommodations.

13. Escalation Process

If your issue is not resolved to your satisfaction:

Level 1: Customer Service Representative
Level 2: Team Lead or Supervisor
Level 3: Customer Service Manager
Level 4: Operations Director
Level 5: Executive Management

14. Data Protection in Support

When contacting support, we may ask for personal information to verify your identity and assist you effectively. All information is handled according to our Privacy Policy.

15. Policy Updates

We may update this Support Policy from time to time. Updates will be posted on our website with a revised "Last Updated" date.

16. Contact Information

For support inquiries or questions about this policy:

Main Support Line: [Your Phone Number]
Email: support@patmosvarieties.com
Address: [Your Physical Address]
Hours: Monday - Saturday, 8:00 AM - 6:00 PM

At Patmos Varieties, your satisfaction is our success. We are here to support you every step of the way—from browsing to purchase, delivery, and beyond.

Support Policy