If something went wrong, here's exactly how to tell us.

Step 1 — Pick the right channel

Either channel reaches the same triage queue. Use whichever is easier — we don't care which one you pick.

Step 2 — Tell us five things

A complete first message saves you a follow-up exchange. Copy this template:

1. My name + contract date (or install address)
2. What I was told would happen
3. What actually happened
4. The date / time I noticed
5. What outcome would resolve this for me

Point 5 is the most important and the most often skipped. Tell us what you actually want — refund? re-install? written apology? credit toward future work? new SLA on this issue? It's almost always faster than us guessing.

Don't have a contract number? Use the date of your first WhatsApp message or the install address — either is enough for us to find the record.

Step 3 — What you'll get back within 24 hours

A written acknowledgement (not an auto-reply) within 24 hours that names:

• A case ID in the format YYYY-MM-DD-NNN — keep it for any follow-up
• The bucket we've triaged your case into (5 buckets — see below)
• The named owner on our side who is handling it
• The target resolution date based on the bucket

Our 5 buckets and what they commit us to:

If your case touches more than one bucket (e.g. warranty + contract dispute), we split it into 2 case IDs so each gets its own clock.

Step 4 — What "closure" looks like

Every case ends with a written closure email containing exactly three things:

1. What we found — the specifics, not sanitised. If we screwed up, we say so.
2. What we're doing about it — the action, the date, and (if money) the amount + payment date.
3. What you can do if you disagree — re-open the case by replying, or escalate via the formal pathway in Step 5.

Verbal-only closure isn't real closure. Even if we resolve it on a phone call, the written summary follows by end of the same business day.

Step 5 — If we don't resolve it: independent escalation

If our Step 4 closure doesn't satisfy you, here are the venues — named publicly because we don't intend to give you a reason to use them.

1. A. HK Consumer Council — Complaint & Advice

   The recognised independent body for HK consumer disputes. They mediate; we participate in good faith. Free for you.

   consumer.org.hk — file a complaint → · Hotline 2929 2222

2. B. Small Claims Tribunal — claims under HKD 75,000

   No lawyers needed. Cheap, fast, public record. We've never been there.

   judiciary.hk — Small Claims Tribunal →

3. C. Customs & Excise — for Trade Descriptions Ordinance issues

   If a representation made about goods or services was misleading or false, it falls under HK's Trade Descriptions Ordinance. C&E is the enforcement authority.

   customs.gov.hk — TDO →

You don't have to talk to us first. Going straight to Consumer Council is your right under our Bill of Rights and we won't penalise you for the venue choice.

What you won't be asked to do

• Sign an NDA in exchange for resolution. We don't do that. If we screwed up, you're allowed to talk about it.
• Take down a public review as a condition of warranty service. Retaliation against negative reviews is itself a Bill-of-Rights violation.
• Wait for an unspecified "investigation" with no date. Every case has a target date in the acknowledgement email.
• Re-explain to multiple people. Once the case ID is created, the named owner stays the same through closure.
• Pay for a callback or a site visit during your warranty period. Diagnostic visits are free for the 10-year duration.

Common questions

Related

• Customer Bill of Rights

  The 10 promises this page enforces.

• Service Level Agreement

  Our timing pledges + auto-credits when we miss them.

• Trust scorecard · dispute pathway

  3-step formal escalation — verbatim what's published as policy.

• Annual transparency report

  De-personalised counts of every complaint we received.

• Known issues

  Things we've already documented as problems on this site.

• 10-year warranty

  The underlying contract for B-bucket warranty cases.