CUSTOMER SUPPORT POLICY – GLEN TECH ARENA

Effective Date: [Insert Date]

1. Overview

Glen Tech Arena is committed to providing reliable, timely, and transparent customer support for all our products and services, including:

• Computer and technology sales

• Stationery products

• Device repair and maintenance services

This policy is in compliance with the Consumer Protection Act, 2012 and the Data Protection Act, 2019 (Kenya).

2. Support Channels

Customers can reach us through the following official channels:

• Email: info@glentecharena.co.ke

• Phone/WhatsApp: 0100454354

• Website: https://glentecharena.co.ke

• Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM

We aim to respond:

• Within 24 hours for emails

• Within 2–6 hours for WhatsApp/phone inquiries

3. Order Support (Ecommerce)

We assist with:

• Order tracking and delivery updates

• Payment confirmation issues (MPESA, bank, etc.)

• Order changes or cancellations (before dispatch)

Important:

• Orders can only be modified before shipment.

• Customers must provide accurate details to avoid delays.

4. Returns, Refunds & Exchanges Support

Support is provided in line with our Returns Policy and Kenyan consumer law:

• Customers may request returns within 7–14 days 

  https://glentecharena.co.ke/return-policy

Support includes:

• Return request processing

• Refund status updates

• Exchange coordination

Refunds are processed after product inspection.

5. Repair Services Support

For all repair-related services:

Customer Responsibilities:

• Provide accurate device information

• Backup all personal data before repair

Support Coverage:

• Repair status updates

• Cost estimates before work begins

• Post-repair assistance within warranty period

Important Disclaimers:

• Glen Tech Arena is not responsible for data loss during repairs

• Repairs may reveal additional faults not initially detected

• A diagnostic fee may apply and is non-refundable

6. Warranty Support

Where applicable, we provide warranty support for selected products and repairs.

Warranty does NOT cover:

• Physical damage

• Liquid damage

• Power surges

• Unauthorized repairs

Customers must provide:

• Receipt or proof of purchase

• Product in original condition (where applicable)

7. Technical Support

We provide basic technical assistance for:

• Purchased devices

• Installed software (where applicable)

Support may include:

• Setup guidance

• Troubleshooting

• Usage assistance

Advanced support or onsite services may attract additional charges.

8. Complaint Resolution

We take customer complaints seriously.

Resolution Process:

1. Submit complaint via email or phone

2. Acknowledge within 24 hours

3. Investigate and resolve within 2–5 business days

If unresolved, customers may escalate the matter in accordance with Kenyan consumer protection laws.

9. Customer Responsibilities

Customers agree to:

• Provide accurate and truthful information

• Use products as intended

• Communicate respectfully with support staff

We reserve the right to deny support in cases of:

• Abuse or harassment

• Fraudulent claims

• Misuse of products or services

10. Data Protection & Privacy

All customer interactions are handled in compliance with the Data Protection Act, 2019.

• Personal data is used only for support purposes

• We do not share customer data without consent

• Communications may be recorded for quality assurance

11. Service Limitations

While we strive for excellence, Glen Tech Arena shall not be liable for:

• Delays caused by third-party logistics providers

• Losses due to incorrect customer information

• Indirect or consequential damages

12. Policy Updates

We reserve the right to update this Support Policy at any time. Updates will be posted on our website.

13. Contact Information

Glen Tech Arena
Website: https://glentecharena.co.ke
Email: info@glentecharena.co.ke
Phone: 254100454354
Location: Kenya

By using our services, you agree to this Support Policy.