Team & Service Policy

Last Updated: July 15, 2025

At ICEBERG APPLIANCE SNAKE LLC, we believe that outstanding products must be matched with professional service. Our team is committed to providing reliable support before, during, and after your purchase. This policy outlines our approach to customer care, team responsibilities, and service standards.

1. Our Team Philosophy

We’ve built a team of experienced professionals who specialize in product design, quality control, logistics coordination, and customer support. Our team is driven by:

• Innovation and continuous improvement
• Clear and honest communication
• Respect for every customer interaction
• Long-term service mindset, not just short-term sales

2. Pre-Sales Service

Our support staff is available to answer questions related to product features, specifications, compatibility, shipping options, and warranty terms before you make a purchase. You can reach us via email, phone, or contact form.

3. Order Handling and Fulfillment

Once you place an order, our fulfillment team ensures:

• Order is processed within 2–3 business days
• Product is properly packed and protected
• Tracking number is provided promptly
• Coordination with freight carriers for timely and safe delivery

4. Installation & Usage Guidance

Although we do not offer on-site installation, we provide:

• Comprehensive user manuals with setup steps
• Online guides and FAQs for troubleshooting
• Responsive support if you encounter setup issues

5. Warranty Support

We offer a 12-month manufacturer warranty on all refrigerators. If you experience any issues related to manufacturing defects within this period, we will repair, replace, or refund the product as appropriate, subject to inspection.

6. Repair & Replacement Services

After the warranty period, we continue to support customers with:

• Paid replacement parts (subject to availability)
• Basic repair instructions or referral to authorized service providers
• Honest guidance on repair vs. replacement decisions

7. Customer Communication

We strive to respond to all inquiries within 24 business hours. Our communication channels include:

• Email: [email protected]
• Phone: +1 (626) 955-9337 (Mon–Fri, 9 AM – 6 PM EST)
• Contact form: Available 24/7 via our website

8. Feedback & Complaints

We welcome all feedback, both positive and constructive. If you are not satisfied with our service, please reach out to our support lead. Every complaint is investigated seriously and fairly.

9. Service Limitations

Our service obligations do not cover:

• Damage caused by misuse, accidents, unauthorized repairs, or negligence
• Issues resulting from power surges, water exposure, or improper installation
• Products purchased from unauthorized third-party resellers

10. Professional Conduct

Our team members are trained to handle all customer interactions with professionalism and courtesy. Abusive, threatening, or offensive behavior toward our staff may result in the suspension of support services.

11. Third-Party Services

If any services (such as delivery or repairs) are handled by third-party partners, we ensure they are properly vetted. However, ICEBERG is not liable for damages caused by those third parties unless under a written agreement.

12. Team Training & Development

We regularly invest in team training and knowledge-building so our staff stays updated on:

• Product upgrades
• Technical troubleshooting
• Best practices in customer service
• Industry compliance (warranty, safety, logistics)

13. Ongoing Improvement

We review service performance on a quarterly basis and use customer feedback to improve our processes, documentation, and response times.

14. Availability & Holidays

Our team is available Monday through Friday (excluding federal holidays). In peak seasons (e.g. November–December), response times may be slightly extended due to high volume.

15. Contact Us

For any service-related issue, please contact:

ICEBERG APPLIANCE SNAKE LLC

4386 Silsby Rd, Cleveland, OH 44118

Email: [email protected]

Phone: +1 (626) 955-9337

We are committed to providing long-term value and trustworthy service for every customer.