CUSTOMER SUPPORT POLICY

Effective Date: 1^st September 2025

1. Introduction

Welcome to STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ (www.steerx.ae). We are committed to providing exceptional customer service and support for all our clients. This Customer Support Policy outlines the scope, channels, and terms under which STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ (“the Company,” “we,” “us,” or “our”) provides support for our manual and electric material handling products, industrial equipment, and general trading items purchased through our website www.steerx.ae or directly from us.

Our aim is to ensure your satisfaction and the optimal performance of our products, in alignment with our commitment to quality and service under UAE commercial standards.

 

2. Scope of Support

Our support services are designed to assist you with the following:

• Product Inquiries: Providing information about our product range, specifications, features, and compatibility.
• Pre-Sales Assistance: Helping you choose the right product for your needs, including consultations and custom solution inquiries for industrial equipment.
• Order Assistance: Guidance on placing orders, tracking shipments, and managing your account.
• Technical Support: Assistance with troubleshooting product issues, operational guidance for equipment, and clarification on technical specifications.
• Warranty Claims: Guiding you through the process of making warranty claims with manufacturers for eligible products.
• After-Sales Service: Providing information on spare parts, maintenance schedules, and repair services.
• Feedback and Complaints: Listening to your feedback and addressing any complaints or concerns you may have regarding our products or services.

 

3. Support Channels and Operating Hours

You can reach our customer support team through the following channels:

• Email: For detailed inquiries, technical support, or to log a formal complaint, please email us at info@steerx.ae or manager@steerx.ae. We aim to respond to all email inquiries within 24-48 business hours.
• Telephone: For urgent inquiries or immediate assistance, please call us at +971 55 973 4282 / +971 52 287 4546 during our operating hours.
  • Operating Hours: Monday to Saturday, 9:00 AM to 6:00 PM (UAE Time), excluding public holidays.
• Online Contact Form: Fill out the contact form available on our Website our Contact Us page. We aim to respond within 24-48 business hours.
• Live Chat (if available): For quick questions, our live chat support is available on our Website during specified hours.

 

4. Service Level Commitments

We are dedicated to providing timely and effective support:

• Initial Response: We strive to provide an initial response to email and contact form inquiries within the stated timeframe.
• Resolution Time: While we aim for prompt resolution, complex issues, especially those requiring manufacturer input or on-site inspection for industrial equipment, may take longer. We will keep you informed of the progress.
• Professionalism: All interactions with our support team will be conducted with professionalism, respect, and a focus on resolving your concerns efficiently.

 

5. Technical Support and Industrial Equipment Service

5.1. Scope of Technical Support:

• Technical support covers guidance on product operation, troubleshooting common issues, and identifying potential faults. It does not include on-site repairs unless explicitly agreed upon under a separate service contract.
• For advanced technical support or specialized issues, we may need to refer you to the product manufacturer or an authorized service center.

5.2. On-Site Service & Maintenance (for Industrial Equipment):

• On-site inspection, repair, or maintenance services for industrial equipment are generally provided under separate service agreements or quotations. These services will incur additional charges unless covered by a specific warranty or service contract.
• Service requests for on-site assistance should be logged via email or phone, and a separate quote/agreement will be provided detailing costs, timelines, and terms.
• Customers are responsible for ensuring a safe and accessible environment for our technicians during on-site visits, in compliance with all relevant UAE occupational health and safety regulations.

5.3. Spare Parts:

• We can assist with sourcing genuine spare parts for products purchased from STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ. Availability and lead times for spare parts are subject to manufacturer stock and shipping schedules. Quotations for spare parts will be provided upon request.

 

6. Warranty Support

• Our products are covered by manufacturer warranties, if applicable. STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ will act as an intermediary to facilitate your warranty claims with the respective manufacturers.
• For warranty claims, you must provide proof of purchase and adhere to the manufacturer’s specific warranty terms and procedures.
• Warranties generally cover manufacturing defects and do not cover damage due to misuse, neglect, improper installation, lack of maintenance, or unauthorized repairs.
• Costs associated with diagnosing non-warranty issues, or shipping products for warranty service, may be borne by the customer.

 

7. Customer Responsibilities

To help us provide you with the best support, we kindly request that you:

• Provide accurate and complete information when contacting support.
• Have your order number, product model, and relevant details ready.
• Cooperate with our support team and follow their instructions.
• Maintain and operate equipment in accordance with manufacturer guidelines and all applicable UAE safety regulations.
• Ensure timely payments for any chargeable services.

 

8. Feedback and Complaints Resolution (UAE Consumer Protection)

We value your feedback and take all complaints seriously.

• Submitting a Complaint: If you have a complaint regarding a product or service, please submit it in writing via email to info@steerx.ae.
• Resolution Process: We will acknowledge receipt of your complaint within 2 business days and strive to investigate and provide a resolution within 10-15 business days. Complex issues may require a longer resolution time, in which case we will keep you informed.
• Escalation: If you are not satisfied with the proposed resolution, you may escalate your complaint to a senior manager within STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ.
• Consumer Protection: This policy is designed to uphold your rights as a consumer under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (if applicable). If a satisfactory resolution cannot be reached directly with us, you have the right to escalate your complaint to the relevant consumer protection department in your Emirate (e.g., Department of Economic Development – Consumer Protection Section).

 

9. Limitations of Support

Our support does not extend to:

• Products not purchased directly from STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ, unless specifically covered by a separate agreement.
• Damage caused by accidents, misuse, neglect, improper installation, unauthorized modifications or repairs, or failure to follow product instructions/manuals.
• Damage resulting from natural disasters, power surges, or other external causes.
• Issues arising from the use of non-genuine spare parts or accessories.
• IT or network configuration beyond the direct interface of our products.

 

10. Changes to This Support Policy

We may update this Customer Support Policy from time to time to reflect changes in our services, technology, or legal requirements. We will notify you of any changes by posting the new policy on this page and updating the “Effective Date” at the top. We encourage you to review this policy periodically.

 

11. Contact Us

For any questions regarding this Customer Support Policy, please contact us:

STEERX INDUSTRIAL SOLUTIONS TRADING L.L.C-FZ , Meydan Free Zone, 6th Floor, Nad Al Sheba 1, Dubai – U.A.E, info@steerx.ae, Mobile Number: +971 52 287 4546.