Support Policy – United Energy FZC

At United Energy FZC, we are committed to delivering not only premium-quality products but also unmatched technical support and customer service. This Support Policy outlines how our clients can access technical assistance, order-related support, and after-sales service through our eCommerce platform: https://unitedenergy.ribsit.com.

1. Scope of Support

We provide comprehensive support across the following areas:

• Product Selection Guidance
• Order Tracking & Delivery Coordination
• Technical Assistance for Spare Parts & Machinery
• Warranty Claims & Service Scheduling
• Troubleshooting Support for Engines, Control Panels, and Systems
• Installation Advice (Remote)
• Documentation Assistance (Manuals, Datasheets, Diagrams)

2. Support Channels

Our experienced support team can be reached through the following contact options:

• Email: sales@unitedenergyfzc.com
• Phone/WhatsApp: +971 5698 35544
• Online Inquiry: Contact form on https://unitedenergy.ribsit.com

We aim to respond to all queries in a timely and professional manner.

3. Support Hours

Our support team is available during the following business hours (UAE time):

• Monday to Friday: 9:00 AM – 6:00 PM
• Saturday & Sunday: Closed (Emergency support available by email/WhatsApp for active clients)

4. Response Time Targets

• General Inquiries & Quotes: Within 1-2 business days
• Order Status & Delivery Issues: Within 12–24 hours
• Technical Support/Troubleshooting: Within 48 hours
• Warranty Requests: Initial response within 2–3 working days

Complex cases may require additional processing time depending on OEM coordination.

5. Technical Assistance

Our team of engineers and procurement specialists provides support for:

• Identifying spare parts
• Recommending alternate parts for discontinued components
• Assisting with engine rebuild kits and service schedules
• Diagnosing common operational issues in engines, control systems, and alternators
• Guiding installation or maintenance of diesel engines, filters, panels, etc.

For on-site support, customers may be referred to our authorized partner or service team.

6. Warranty Support

• Warranty claims must be submitted with proper documentation, photos, and proof of purchase.
• If the claim is valid, we offer replacements or repairs, or credit notes depending on the situation.
• Please refer to our [Return Policy] and [Warranty Terms] for further information.

7. Limitations of Support

Support services do not include:

• On-site visits unless separately contracted
• Repairs or service on third-party or customer-modified equipment
• Unauthorized alterations or usage outside OEM guidelines
• Issues unrelated to products supplied by United Energy

8. Feedback & Escalation

We strive for service excellence. If your issue is not resolved within the standard response time, you may escalate to our management team by writing to:
angad@unitedenergyfzc.com (for escalations only)

9. Continuous Improvement

We welcome feedback to improve our support services. After resolving your query, we may request a brief review of your support experience to help us serve you better.

Contact Us

For any support-related inquiries:
sales@unitedenergyfzc.com
+971 5698 35544
https://unitedenergy.ribsit.com