Support
Escalation
A useful path for escalating unresolved faults on LED lightbox and fabric frame installations across South African sites.
How Escalation works in a normal week
Use the escalation page when a fault on an LED lightbox or fabric frame has not been resolved through the normal support process. It explains how to raise the issue clearly, with the site and product details needed to move it forward.
When a site issue needs escalating, include the frame model, installed size, branch name, and the last fault noted on site. Lighting checks can be affected by load-shedding, timer settings, failed drivers, or a switched spur behind the display. For mall and expo work in Johannesburg, Durban, Cape Town, and outlying centres, access rules and trading hours often matter as much as the hardware fault.
Add clear photos taken before any parts are removed. One image of the full LED lightbox, one close view of the power feed, and one shot of the fabric face or profile edge usually helps identify whether the problem is electrical, print related, or fitment related. Keep the branch contact and exact display position with the record so the same unit can be traced later.
Details that move faults forward
A useful escalation record states what failed, where it sits, and what has been checked on site. That can include a dark section on an illuminated frame, a loose corner on a fabric system, damaged extrusion from transport, or a print that no longer tensions correctly. Accurate notes reduce repeat visits and help separate power issues from component faults.
Before sending the case through the contact form, verify the branch, product type, and whether the frame is wall mounted, freestanding, or suspended. Attach photos of connectors, drivers, and any label on the frame if visible. If the site has restricted access, include the receiving bay rules, permit requirements, or after-hours installation window.
- Branch, unit size, and display position
- Photos of fault before parts removal
- Driver, LED run, and power checks logged
Site conditions that affect fault tracing
South African retail sites vary widely, from large mall stores to compact kiosks and exhibition builds. Coastal moisture around Durban and Cape Town can affect connectors and cleaning cycles, while inland dust around Gauteng often builds up on profiles and diffusers. Access at airports, shopping centres, and event venues may require induction, booking slots, or goods-receiving paperwork.
Escalations also need the trading context. A lightbox in an active store may only be reachable before opening, while a suspended fabric frame at an expo stand may need rigging coordination before inspection. If backup power is used on site, note whether the fault appears on mains, inverter supply, or both.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
What to include with the case
Send the site name, city, installation type, fault history, and the checks completed before escalation. Useful attachments include overview photos, close-ups of the affected section, and any previous install note or snag list linked to that display.
Record when the issue was first seen and whether the unit was fully lit, partially lit, flickering, physically damaged, or missing hardware. Include any recent graphic change, relocation, or courier movement, as these often explain tension problems, bent profiles, or disturbed wiring on LED fabric frames.