FAQS

ABOUT THE AISBOX SIGNATURE (M) SDN BHD

1. What is the AisBox Signature (M) Sdn. Bhd.?

AisBox Signature (M) Sdn. Bhd. is a leading provider of innovative, reliable, and eco-friendly ice-making solutions, supplying advanced ice-making machines and offering certified installations, maintenance, and responsive customer care.

2. What is the company’s vision and mission?

Our vision is to be the leading provider of innovative and eco-friendly ice-making solutions. Our mission includes providing top-quality machines, enabling clients' operational efficiency, advocating for eco-friendly practices, and building long-term partnerships.

3. What type of business is AisBox Signature (M) Sdn. Bhd.?

AisBox Signature (M) Sdn. Bhd. operates in the manufacturing and distribution industry, specifically focusing on ice-making machines and related services for commercial clients.

GENERAL INFORMATION

1. What are the company's operating hours?

Our service hours are from 8:30 AM to 5:30 PM, Monday through Friday. The office remains closed on Saturday and Sundays and public holidays.

2. Where are you located?

Our main office is located at:

58A , Lot Komersil,

Nadi @ 15, Jalan Perak P15,

Presint 15, 62050 Putrajaya,

Wilayah Persekutuan Putrajaya

3. How can I get more information on the AisBox Signature (M) Sdn Bhd?

You can contact us at:

• No.Office/Whatsapp: +603 8861 5577

• Email: help.aisbox@gmail.com

• Visit us: https://linktr.ee/theaisbox

OPERATIONAL PROCESSES

1. What types of ice-making machines do you offer?

We offer a wide range of ice-making machines, including commercial-grade ice makers, compact models for small businesses, and large-scale industrial machines. Please visit our product catalog for detailed specifications.

2. Do you provide installation services?

Yes, we provide professional installation services for all our ice-making machines. Our team ensures proper setup and functionality at your location.

3. What is your service coverage area?

We primarily operate within Malaysia. Contact us to confirm availability.

4. Do you provide maintenance and repair services?

Yes, we offer regular maintenance and repair services to ensure your ice machines operate efficiently. Contact us to schedule a service appointment.

5. How often should my ice-making machine be serviced?

We recommend servicing your ice-making machine every months and 8 times for filter replacement, depending on usage and environmental factors. Regular maintenance helps prolong the machine's lifespan.

6. What warranty do you offer on your ice-making machines?

All our ice-making machines come with a standard warranty of 36 month.

7. How long does it take to deliver and install an ice-making machine?

Delivery and installation typically take 7–14 days from the date of order confirmation. This may vary depending on your location and machine type.

8. Do you offer training on how to use the machines?

Yes, we provide training sessions to ensure you and your team understand how to operate and maintain the machines efficiently.

9. How do I get a quotation for your products or services?

You can request a quotation by calling us at +601 9555 8199, emailing help.aisbox@gmail.com, or filling out the inquiry form on our website.

PAYMENT METHODS

1. What payment methods do you accept?

We accept a variety of payment methods, including:

• Credit/debit cards (Visa, MasterCard, American Express)

• Bank transfers

• Online payment

2. What is the required information in the bank statement?

The bank statement must show the account number, the account holder's name, and the transaction/payment deducted.

3. Is there a deposit required to confirm my order?

Yes, (Discussion with Sales Consultant) of the total price is required to confirm your order. The balance can be paid upon delivery or according to the agreed payment terms.

4. Do you provide invoices and receipts for all payments?

Yes, we provide official invoices and receipts for all payments. These can be sent via email or printed copies upon request.

5. Which account will the refund be credited to?

The refund will be credited to the same account used for the transaction/payment.

CUSTOMER SUPPORT

1.You can reach our customer support team via:

• WhatsApp: 019 555 8199

• Email: help.aisbox@gmail.com

(Our team is available Monday to Friday, 8.30 AM to 5.30 AM)

2. What should I do if my ice-making machine is not working?

If you encounter an issue with your machine:

• Turn off the machine to prevent further damage.

• Contact our customer support team to troubleshoot the issue.

• If necessary, schedule a repair service with our technicians.

3. Do you offer 24/7 customer support?

Our regular support hours are 8.30 AM to 5.30 PM, Monday to Friday. For urgent issues outside these hours, please email us or leave a message, and we’ll respond as soon as possible.

4. How long does it take for customer support to respond?

We aim to respond to all inquiries within 24 hours during business hours. For urgent matters, we recommend calling us directly.

5. Can I track the status of my service or repair request?

Yes, you can track the status of your request by contacting our support team with your service reference number. Updates will also be provided via email or SMS.

6. What information do I need to provide when requesting support?

When contacting support, please provide:

• Machine model and serial number

• Description of the issue

• Date of purchase or last service

• Your contact details and location

7. Do you charge for customer support services?

Initial consultations and troubleshooting over the phone or email are free. However, charges may apply for on-site visits, repairs, or maintenance services. Pricing will be discussed upfront.

8. How do I provide feedback about your service?

We value your feedback! You can provide it by:

• Filling out the feedback form on our website

• Emailing us at help.aisbox@gmail.com

9. Can I get a replacement if my machine is defective?

If your machine is defective and within the warranty period, we will repair, replace, or refund it based on our warranty policy. Contact support to start the process

10. Do you provide updates on new products or services?

Yes, you can subscribe to our website to stay informed about our latest products, promotions, and updates.