Video communication made easy

Support

Get peace of mind with your purchase.

Man smiling talking into headset on computer

At Connect Store, our customers always come first. We strive to do more and go further than our competitors are willing or able to, and our number one goal is to ensure you are happy and successful.

We want you to get the most out of your investment, whether it be a Large Zoom Room Bundle or a USB headset, so we have used our extensive industry knowledge and experience to develop a number of support mechanisms to make certain that happens.

 

Installation Support – Zoom Room Bundles

With every Zoom Room bundle purchase, we are pleased to provide a 1-hour remote support session at no charge to assist with the setup of your new video conferencing system. This session is best held via a Zoom video call, however if this is not possible we are happy to assist via telephone or, for those iPhone users out there, even FaceTime! This session usually includes working with you to determine ideal locations for the different components, the most suitable connection methods between the components, the setup of your Zoom Room licencing and fine tuning and testing of the system. Remember that all hardware components arrive preconfigured which saves a lot of setup time. If you require additional assistance, this can be arranged at a cost of $55 plus GST per 30 minute block or $90 plus GST per hour block.  You will be informed if charging needs to occur before any additional support is provided. If additional support is provided and you have not been advised of these costs, the additional support will not be charged.

To schedule your free setup support session or any additional setup support, please drop an email to us at support@connectstore.com.au and we’ll get in touch to arrange a suitable time.

 

On-Site Installation & Professional Services

Connect Store is part of Merge ICT Group – Australia’s leading Authorised Zoom Partner and Zoom Rooms Certified Integrator. Merge has successfully designed, installed and actively supports hundreds of Zoom Rooms across the country in a range of spaces including small huddle rooms right up to large event spaces and auditoriums, many of which include room automation and control. Connect Store draws on this experience to ensure our customers get the best possible result when implementing Zoom Rooms, but in the case that remote support is not sufficient and you would prefer to have us handle the entire on-site implementation of your new Zoom Rooms and any related audio visual integration, Merge can facilitate this across all regional and metro areas through its extensive audio visual design, installation and support capabilities. If you would like to chat to us about on-site services, please email us at info@connectstore.com.au or call us on 1800 845 189 and we can discuss your requirements, generate a scope and provide quotations accordingly.

 

General Support

Technical questions and support that is general in nature for equipment purchased from Connect Store is available Monday to Friday from 9:00 AM to 5:00 PM Australian Eastern Standard Time (AEST), excluding public holidays. We want you to get the most out of your Connect Store products however any support requested that is not general in nature or requires a site visit will be quoted accordingly.

 

Product Returns or Exchange

If within 21 days of placing your order you are not satisfied with your purchase, or if any of the items are faulty, you can email us at returns@connectstore.com.au and we will get in touch to organise either an exchange or a full refund (whichever you prefer). Please note that in order for a refund to be processed the hardware must be returned undamaged, in its original packaging and with all included accessories.

When returning an item we’ve made it easy — simply click on the returns link in your delivery confirmation email and follow the instructions. Please note that, unless the product is deemed faulty, you will be required to pay the return shipping fee.

If you simply change your mind in the first 21 days, you can still return the item(s) however we will not be able to offer a full refund but we can offer you the choice of an exchange or a store credit which can be spent on any other Connect Store products.

 

Product Warranty

In the unlikely case that a product purchased from us is faulty or fails during the manufacturers advertised warranty period, you can contact our team at support@connectstore.com.au and one of our support agents will assist you in obtaining a repair or replacement. We endeavour to provide a quick turnaround however please do keep in mind that we are at the mercy of the manufacturers and their respective repair/replacement lead times.

Please refer to the respective product pages for warranty details.