Customer Care
From 1 st August 2006, Videosat and the Campersat division are introducing a new Customer care process.
There a number of events that led us to devise the correct support to all our lifelong customers
These events include:
• The stepping up of counter piracy procedures by Optus.
• The tightening up of commercial broadcasters with regard to their service area and the administration of the access to their services.
• The need for us to provide ongoing support for existing products in the field including the change of usage patterns. Each of our customers have different needs.
• The rapid increase of product in the field and the various levels of complexity of use.
• The Increase number of program providers including such the new SelecTv pay service.
Two levels of support service are now being offered
Standard support via our website
This support is provided to all our customers for product we have provided. This includes any product currently in use regardless of age
• Customer registration is via our website. Customers will need to enter their basic details including e-mail address and product detail.
• Customer can choose username and password.
• This will give customer access to specific data, FAQ and other material relevant to the correct operation of their equipment
• There will be provision to e-mail support questions to be answered by our Support team.
• There is no charge for this service.
• This support is for product and product usage. Matters concerning the relevant broadcasters should be addressed to their respective support network.
Customer Care Program
This support is a subscription service and will include all services in our standard support. Additional inclusions are:
Requests for support can be logged via:
• Internet requesting call back on fixed or Australian mobile number
• Telephone to our freecall1800 226 865
• Fax to (02) 9482 3999
Quoting number quoting Name location and support registration number and best time to call.
• Support will be provided to trouble shoot problems and issues with product and access to services. Support will provide helpful hints and diagnostic assistance. It is not intended however to provide hand-holding during specific processes
• Support will be available to customers of competitors products on payment of subscription at the company's discretion.
In this situation we can only provide generic support when it comes to specific product models Whilst our team has wide experience the issues with specific receivers or hardware may be outside our detailed knowledge
• We will handle on your behalf broadcaster registrations and maintenance of your access. This includes liaising with the relevant broadcasters periodically to maintain entitled services. Remember broadcasters are very specific and if not handled correctly may mean loss of access.
Remember each broadcaster does have contact details but since the upgrade of counter piracy phone access has been severely curtailed.
• Where appropriate office appointments may be made if face to face support is appropriate,
• Support may require escalation to senior members of our team. This support may require return phone or email assistance.
• Support is given in good faith and reasonable usage policy is expected.
• Specific hardware or firmware issues may require product to be sent in for service.
• In general support is offered on a 9-5 5-day basis, however it is appreciated customers may need support at other times. Our phone is answered 24/7 and e-mails will be checked regularly by duty support staff. In this way we expect that your problems can be sorted out in a more timely manner.
Current subscription is annually in advance $124.00 including GST and can be ordered by phone, fax or e-mail.
Videosat and Campersat Office services.
Our office staff are equipped to handle standard office processes including product sales, spare parts and related matters.
Support is now delegated to specific support staff who will handle your support task from start to finish.
Happy Travelling
Your Campersat Team
Rev 5 September 2006
