Support Policy Page

? Customer Support Policy – MCI Shops

1. Purpose

This Support Policy outlines how MCI Shops provides assistance to customers regarding products, orders, and technical inquiries. Our goal is to deliver timely, transparent, and effective support.

2. Support Channels

Customers can reach us through:

• ? Email: support@mcishops.com

• ? Phone: Available during business hours (Sunday–Thursday, 9:00 AM – 6:00 PM Cairo time)

• ? Live Chat: Accessible via our website for quick inquiries

• ? Contact Form: Available on mcishops.com

3. Response Times

• Email inquiries: Within 24–48 hours

• Phone calls: Immediate response during business hours

• Live chat: Real-time support during operating hours

• Escalated issues: Within 3–5 business days, depending on complexity

4. Scope of Support

We provide assistance with:

• Order status, shipping, and delivery updates

• Product information, specifications, and compatibility

• Returns, refunds, and warranty claims

• Technical support for industrial equipment purchased through MCI Shops

5. Escalation Procedure

• If an issue cannot be resolved at the first level, it will be escalated to a senior support specialist.

• Customers will be informed of the escalation and expected resolution timeline.

• Critical issues (e.g., defective equipment impacting operations) are prioritized.

6. Customer Responsibilities

• Provide accurate order details and contact information.

• Follow product usage guidelines and warranty conditions.

• Report issues promptly to ensure timely resolution.

7. Continuous Improvement

• We regularly review support performance to improve response times and customer satisfaction.

• Feedback is encouraged and can be submitted via email or our website form.

8. Contact Us

For support inquiries:

? support@mcishops.com