Speedx Customer Service — Expert Handbook

Contents

1 Speedx Customer Service — Expert Handbook

Executive summary

Speedx customer service is organized to support consumer and enterprise customers across purchase, warranty, repair, and technical issues. The program operates from three regional hubs (North America, EMEA, APAC) and aims for measurable outcomes: 80% of inbound calls answered within 30 seconds, a First Contact Resolution (FCR) target of 72%, and a Customer Satisfaction (CSAT) target of 4.5/5. These targets are audited monthly and tied to service-level budgets and agent KPIs.

This document provides concrete operational details: telephone, email, returns addresses, warranty rules, fees, SLAs, escalation paths, self-service assets, and continuous-improvement processes. It is written for support managers, partners, and senior leaders implementing or evaluating Speedx support operations.

Primary contact channels and hours

Speedx maintains multi-channel contact: phone, secure portal, email, live chat, and social DM monitoring. Phone support is available Monday–Friday 06:00–22:00 PT and Saturday–Sunday 08:00–18:00 PT; live chat covers basic troubleshooting 24/7 with agent handoff during business hours. Enterprise customers receive a dedicated account manager with a guaranteed 4-hour business response time.

Typical response and cost parameters: email and portal tickets are triaged within 60 minutes during operating hours; chat escalations to Level 2 engineering have a median handoff time of 47 minutes. Standard shipping for returned units costs $9.95 (domestic), expedited $24.95; a diagnostic fee of $49 applies but is waived if the device is repaired or replaced under warranty.

Phone (US/Canada): +1-855-773-9329 — Press 1 for Sales, 2 for Technical Support, 3 for Returns/RMA.

International phone (EMEA): +44-20-7984-1122 — Regional support hours 08:00–20:00 GMT.

Email: [email protected] — SLA: initial reply within 60 minutes (business hours).

Enterprise contact: [email protected] — 4-hour response SLA (business hours).

Support portal & RMA: https://support.speedx.com — create ticket, upload receipt, get RMA in 24 hours.

Warranty, returns, and pricing

Speedx products carry a 24-month limited warranty from the date of purchase (serial-number validated). The warranty covers manufacturing defects and a free repair or replacement within that period; it excludes accidental damage, water ingress beyond IP rating, and unauthorized modifications. For out-of-warranty repairs, standard labor is charged at $85/hour plus parts; common part prices: battery replacement $129, display/module $89, motor assembly $249.

Return/Refund policy: customers have 30 calendar days from delivery to return an unopened unit for a full refund. Opened units returned within 30 days incur a restocking fee of $15 or 10% of the sale price (whichever is higher). Refunds are processed within 5–7 business days after receipt and inspection; refunds to credit cards may take an additional 3–5 banking days. Returns must include an RMA and be shipped to the Returns Center:

Returns Center address

Speedx Returns Center, 403 Logistics Parkway, Reno, NV 89523, USA. Include RMA on the outside of the box and retain tracking until refund is confirmed. For international returns, pre-authorization is required to avoid customs clearance delays and additional fees.

For replacements under warranty, Speedx targets a 3–5 business day shipment for replacement units after RMA approval; repair turnaround is typically 7–14 business days depending on part availability. Customers can opt for expedited replacement for an additional $24.95 plus shipping.

Technical support and escalation matrix

Support is tiered: Level 1 (basic troubleshooting, account and shipping questions), Level 2 (diagnostics, firmware, hardware identification), Level 3 (engineering, firmware patches, product defects). Ticket routing is automated via the support portal: issues matching SKU or firmware bugs escalate to Level 3 after 48 hours if unresolved. Known-issue patches are pushed to affected units via OTA with an average deployment window of 5 business days.

Escalation path: if unresolved after Level 2, the ticket is tagged with Severity 2 (response within 4 business hours) and assigned an engineer. Severity 1 (complete product failure affecting >10% of units in a batch or safety risk) triggers a cross-functional incident response with 24/7 involvement until mitigated. For legal or consumer-rights escalations, customers are routed to the Consumer Relations team in 1–2 business days.

SLA targets (Operational): Calls answered <30s (80%), Email first reply <60m (business hours), Ticket resolution median 48–72h, FCR 72%.

Repair & logistics SLAs: RMA issuance within 24h, Replacement ship 3–5 business days, Repair turnaround 7–14 business days, Refund processed 5–7 business days post-inspection.

Self-service, KB, and proactive communication

Speedx invests in self-service to reduce volume: the public knowledge base has 1,400 articles and 250 step-by-step videos covering the top 98% of common issues (battery calibration, firmware upgrade, mounting and setup). The portal supports diagnostics scripts that customers run and upload logs for quicker turnarounds. Self-repair guides include SKU-specific torque specs and part numbers to facilitate local technician repairs when applicable.

Proactive support includes push notifications for critical firmware updates, recall notices, and safety advisories. The company publishes a monthly support performance dashboard (public) with CSAT, FCR, average handle time (AHT), and number of open incidents; these metrics are updated on the support portal and summarized in quarterly stakeholder reports.

Field service, spare parts, and continuous improvement

Field service is available in metro areas via certified partner technicians. Turnkey field visits are priced from $89 for diagnostics plus parts and travel; partner coverage maps are viewable at https://support.speedx.com/field-service. Inventory strategy: Speedx maintains a 90-day parts cover at regional warehouses, and critical parts (batteries, controllers) are stocked to meet 95% of RMA demand within 7 days.

Continuous improvement is driven by monthly root-cause analyses, quarterly NPS reviews (current target NPS 55–65), and a closed-loop feedback process that converts frequent KB misses into new articles or firmware fixes. Operational decisions — staffing, inventory, SLA adjustments — are data-driven with targets re-evaluated each fiscal quarter to meet changing demand and cost pressures.