As a responsible IT solutions provider, Xiartz is fully committed to treating all complainants fairly and respectfully. Our policy is to address customer complaints promptly, transparently, and professionally.
At Xiartz, we aim to deliver reliable, efficient, and professional services.Our goal is to respond to every customer enquiry or complaint in a prompt, courteous, and helpful manner — ensuring transparency and clear communication at all times.
We are dedicated to resolving all complaints related to our services within 15 business days.In exceptional cases, where the final response cannot be provided within this timeframe due to factors beyond our control, the resolution period may be extended to 35 business days from the date the complaint was received. All other non-service-related complaints will be resolved within 8 weeks.
If Xiartz is unable to provide a final response to a complaint within the initial 15 business days, a written update will be sent explaining the reason for the delay and indicating when the complainant can expect the final response.
If a customer or potential customer has a complaint regarding any of the services or products offered by Xiartz, they can reach out to us via email at: support@xiartz.com
Complaints will be directed to our Customer Service Team for review and resolution.
Once our Customer Service team receives your complaint, you will receive a written acknowledgement within 3 business days from the date we receive it.
(Business days are Monday to Friday, excluding public holidays.)
Xiartz will always aim to provide a comprehensive and satisfactory response in the shortest time possible.However, if your complaint requires a detailed internal review or additional information, we may request further details from you to help us investigate thoroughly.
Our initial response will outline the planned investigation steps and, if appropriate, include an offer of redress.
If the complainant is satisfied with the provided resolution, this initial response will be considered the Final Response.
If Xiartz has not completed the investigation within the expected time, a Holding Response will be issued.This will explain why the final response has been delayed, provide an update on the current progress, and indicate when you can expect to receive the final outcome.
Once the investigation is complete, Xiartz will issue a Final Response summarizing the findings, outcome, and any appropriate resolution or compensation offer.
This communication will be clearly marked as the “Final Response.
If the complaint remains unresolved or the customer is not satisfied with the response provided by Xiartz, they may escalate the matter to an independent dispute resolution body or seek appropriate legal redress.
Xiartz
21T, Near PVS Film City Tanur,
Kerala 676302
+91 8608729524
sales@xiartz.com
support@xiartz.com