Maintenance – Technical

Introduction to The Technical Support Helpdesk Department at VMS

Helpdesk at V.M.S Trading and Technical Co., Ltd. is the department responsible for providing technical support, offering 24/7 assistance, and addressing all inquiries and issues related to equipment and software repair and maintenance. Our service is quick, professional, and of high quality. 

Additionally, this department is also responsible for storing information and the activity history related to equipment maintenance and repair accurately and promptly.

The technical support process at the helpdesk department is carried out as follows:

Receive technical service requests from the 24/7 helpdesk number: 0909238 806

The coordinator will receive requests for technical assessment.

The helpdesk categorizes requests to determine if they can be supported online

Simple technical issues are resolved through online guidance. If the customer cannot resolve the issue after guidance via Facetime from VMS technicians or requires an on-site visit, proceed to step 5.

Technicians visit the customer’s location to resolve the issue. Arrival time depends on whether the location is within or outside the city.

Provide a quote to customers for technical services (if applicable).

Service request is completed, and the result is announced to the customer.

Advantages of the maintenance and technical services provided by VMS

Advantages of the maintenance and technical services at VMS:

  • 24/7 Support: Our team is always ready to respond and resolve issues at any time, minimizing disruptions to the production process.
  • Flexibility: In cases of prolonged issues, VMS will provide replacement parts (or machines) to ensure uninterrupted production, thereby maintaining customer productivity.
  • Promptness and Timeliness: VMS receives and addresses customer requests within 4 to 48 hours, depending on the location (urban or suburban) and the availability of parts and services.
  • Authentic parts: We commit to using and replacing authentic parts with full origin documentation, ensuring that machines always operate stably and optimally. Upon receiving an order, we will process it within a maximum of 2 days for urban areas (Ho Chi Minh City, Hanoi) and 3-5 days for other provinces.
  • Professional and highly skilled technicians: VMS always emphasizes training and regularly enhances technical knowledge for its team of technicians, to reassure customers about our services.
  • Regular maintenance: Regular maintenance during the warranty period and maintenance service registration from customers.
  • Serving all customers nationwide.

After-sales support service

The success of VMS over more than 22 years is attributed to continuous efforts and improvements. Additionally, our commitment to providing quality products and services has earned the trust and confidence of each customer, as follows:

  • Customer information security.
  • Device health care and proactive risk forecasting (if applicable).
  • Providing comprehensive advice, recommending solutions suitable for product usage environments.
  • Regularly updating customers on products, services, and latest promotional policies.
  • Collaborating with the Helpdesk to monitor work processes and assess service response quality.
  • VMS takes full responsibility for all products and services provided.
  • Strictly control pre and post-sales processes to ensure absolute customer satisfaction and trust.

Please contact our technical support department with the following information:

  • Helpdesk 24/7: 0909 238 806
  • Customer Service Hotline: 1900 54 54 72

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