FAQ

  • Q

    How long does it take for a repair? What is the turnaround time?

    Our standard TAT time for repairs are as followed, modules under 100 pieces usually take 14 days or less, and modules or parts over 100 pieces can take up to 30 days plus. Please also be advised that due to uncontrollable circumstances these TAT times can vary.
  • Q

    Do I need an authorization number for repair?

    Yes, you will need an authorization number for repair.
  • Q

    How can I get an authorization number for repair?

    Please fill in the “Return Materials Authorizations Request form” and our technical support team will issue an authorization after reviewing your request.
  • Q

    What is the RMA procedure?

    1. Submit the RMA request form online 2. Our Technical Service Team will email you an authorization number and the designated Absen repair center address. 3. Pack and Ship - Friendly reminder, please attach the request form and the authorization number to the outside of all packages being shipped. Please securely package all RMAs well before shipping to Absen to prevent any unnecessary damage.
  • Q

    Does Absen provide product and service warranty options?

    At Absen, we stand behind our products and are committed to providing you with the best. Absen offers a standard limited warranty on all of our LED products. Click here to learn more about the terms and conditions or contact us for more information.
  • Q

    How long does it take for installation scheduling?

    We request at least 2 weeks before the installation date.
  • Q

    How can I order parts or accessories?

    You may contact our Sales Rep for order or contact us at tech.support@usabsen.com.
  • Q

    Where can I find more Absen product information?

    Please fill in your information here, we are happy to assist you for finding the best LED solution for your project or you may click “Products” for more product information.
  • Q

    What are your service center hours of operation?

    Our regular working hours is from 8:30am to 5:30pm EST, Monday to Friday Absen also provide 7/24 online service, for emergency support please call (866) 872-2736
  • Q

    Where should I return the repair to?

    Our Technical Service Team will email you an authorization number and the designated Absen repair center address after you submitted the RMA request form. Friendly reminder, please attach the request form and the authorization number to the outside of all packages being shipped. Please securely package all RMAs well before shipping to Absen to prevent any unnecessary damage. (Please note we cannot process your repair without authorization number, we may reject or return packages back at sender cost.)
  • Q

    How can I change my RMA delivery schedule?

    Please contact our RMA team at RMA@usabsen.com for delivery schedule.
  • Q

    Who/where can I follow up the status of my repair/parts order?

    Please contact our RMA team at RMA@usabsen.com or 866-872-2736 for repair/parts order status.
  • Q

    How much is the charge for repair/parts if my warranty has expired?

    Different products and repairs may vary ,please contact RMA@usabsen.com for any additional details .
  • Q

    What is the phone number for Customer Service?

    Toll free number: 866 872-2736
  • Q

    Does Absen charge for technical consultation?

    Absen will provide free of charge for Absen product related consultation. Please contact us for more details.
  • Q

    Are Absen products easy to troubleshoot?

    Yes, Absen products are designed for easy maintenance, Please contact us for more details.
  • Q

    What is ACE training?

    ACE Training is Absen’s education program to certify users on how to use Absen products and become certified Absen repair and installation engineers.
  • Q

    How can I register for ACE training?

    You can register here. Our ACE team will review the applications as space is limited.
  • Q

    What is the ACE training schedule?

    Due to covid-19, ACE Training has been held virtually over two days from 1pm – 5pm. Over these two days you will learn about the company, products, installation techniques, and trouble shooting.
  • Q

    How can I be a qualified Absen products repair & installation engineer?

    You can be a certified Absen products repair and & installation engineer by passing the online certification test.
  • Q

    What is the difference in “fixed installation” and “rental staging” ACE training?

    The difference between fixed installation and rental & staging is that rental and staging solutions are mobile solutions that can be assembled and reassembled very quickly, mostly for events like concerts, and trade shows. Fixed installation are permanent solutions that stay where they are once they are installed.
  • Q

    Who should I talk to if I want to file a complaint?

    We take all our clients comment seriously. Please email us at tech.support@usabsen.com or call us at 866 872-2736 for complaint or suggestions.