CLIENT SERVICES
VIRTUAL SERVICE
ON-SITE SERVICE
BrilliantCARE™
Matt Walin
“I am totally committed to Brilliant AV delivering the best possible service and support experience available. We will push every boundary and use every technology available to serve our clients.”
Trusted by Thousands of Clients
Client Services
The world today requires technology which needs service. Our Client Services team is standing by to assist with questions or advice on how to get back online fast. Don’t let your family suffer from bad WiFi, buffering Netflix, or an ineffective Security System. Brilliant AV can help.
Standard Hours
8am to 5pm M-F / Closed SS
Premium Extended Hours
7am to 6pm, 7 Days/week
Our first response to any issue is to provide our basic technical support response. Our own “Certified Brilliant” technical staff will answer your questions and give you advice on how to self-resolve common technology issues.
(949) 799-2911
Telephone
(949) 799-2911
Text (Not Group Text Capable)
service@brilliantav.com
New to Brilliant AV but Need Service Help?
Tell Us About Your Systems and Needs to See If We’re a Good Fit…
Virtual Service
Should you need additional help resolving technical issues a technician can engage in a Virtual Service Call. With your help and smartphone, our tech can see exactly what the problem is and provide remote support.
Virtual Service connects you to a skilled technician with digital collaboration tools allowing them to remotely diagnose and resolve your technology issues.
On-Site Service
At times, you need a skilled set of hands to resolve an issue or replace a defective device. Our technicians are available to help. We have taken all of the necessary precautions to be safe and effective in your home environment.
Traditional On-Site Service is required when a technology issue requires a trained and skilled technician.
WiFi, Internet, & Networks
WiFi is the backbone of modern technology systems. It has become an essential utility on par with electricity, gas, and water. Furthermore, Internet Service Providers fall woefully short of delivering on the promise of a great home Internet experience. Brilliant AV has extensive experience with networking and WiFi.
Security & Camera Systems
Keeping your family safe is one of the most important reasons to utilize technology. Cameras, alarm systems, and automatic lighting all contribute to increased safety and security. But, when they need attention, you need responsive attention. Brilliant AV understands the importance of security.
Audio Video & Music
Home Entertainment Systems are now basically computers. Streaming content is king and that goes for both audio and video programming. Your home entertainment equipment needs updates, reboots, and diagnosis when new firmware causes issues. Brilliant AV knows how to make these systems enjoyable for you again.
Smart Home Technology
A Smarthome system is all about convenience and lifestyle enhancement. These systems should make life a bit easier and certainly more fun. No one has fun when smart home technology suddenly gets dumb. Brilliant AV has can put the smart back in your smart home and keep it working.
BrilliantCare™
Home Entertainment Systems are now basically computers. Streaming content is king and that goes for both audio and video programming. Your home entertainment equipment needs updates, reboots, and diagnosis when new firmware causes issues. Brilliant AV knows how to make these systems enjoyable for you again.
BrilliantCARE™
Client Service Plans
Please note, enrollment in one of the plans below is required for all clients prior to obtaining service.
Additional Details
Business Hours are 8:00 am to 5:00 pm Monday-Friday, Excluding Holidays.
Extended Hours are 7:00 am to 6:00 pm, 7 days per week. Excluding Holidays.
Standard Service Rate is $165/hr.
Client Services consist of telephone, text, or email assistance and/or intake and scheduling of services.
Priority Scheduling is ranked by premium plan level. Inclusive is 1st, Enhanced is 2nd, and Essential is 3rd. Non-premium Standard plan is 4th.
Guaranteed Same-Day or Next-Day Service requires a $200 Response Fee in addition to any regular charges normally incurred according to the client's chosen plan.
SERVICE IS DEFINED AS: THE DIAGNOSIS, REPAIR, OR REPLACEMENT OF BRILLIANT AV INSTALLED SYSTEMS NOT COVERED BY OUR INSTALLATION WARRANTY.
Cellular Internet Back-Up Option
Premium Home Plan Clients who also enjoy our Certified Brilliant Network Solution can elect to upgrade to Cellular Internet Backup. Cellular Internet Backup is an automatic failover system to keep you online even when your neighbors are down. It's like a backup generator for your Internet connection. The system does require a strong AT&T cell signal to work. All cellular connection fees and 1 gigabyte of data per month is included. Additional data is available at an additional cost of $15/GB with a maximum of 3GB per month. The backup system is automatically engaged when the primary Internet service stops working. You may not even know the Internet went down!
$299 + $50/mo
Get Help
(949) 799-2911Client Services Personnel are standing by from 8:00 am to 5:00 pm (PST) every day to take your call. Extended hours available with Premium BrilliantCARE™ Plans.
Don’t suffer! Let Brilliant AV’s smart and friendly people help you get back to enjoying your technology.
PS - Please do not group text our Client Service Line. It is not compatible and we will not receive your message.
Service Request Form
BrilliantCARE™ Home
Terms & Conditions
| PLAN DETAILS |
STANDARD HOME |
ESSENTIAL HOME |
ENHANCED HOME |
INCLUSIVE HOME |
| Monthly Plan Rate, Per Unique Address | $0 | $49 | $149 | $299 |
| Multi-Site Pricing (All Site Must Be Same Level) | NA | $49 | $139 | $269 |
| Client Service Hours (Telephone/Text) |
8a-5p MF Closed SS |
7am-6pm M-F 8am-5pm SS |
7am-6pm M-F 8am-5pm SS |
7am-6pm M-F 8am-5pm SS |
| Free Virtual Service Visits / 12 Months | 0 | 4 | UNLIMITED | UNLIMITED |
| Free On-Site Service Visits / 12 Months | 0 | 1 | 4 | UNLIMITED |
| Scheduling Priority | 4th | 3rd | 2nd | 1st |
| Same Business Day On-Site Service Commitment | NO | NO | NO | Best Attempt |
| Next Business Day On-Site Service Commitment | NO | NO | Best Attempt | YES |
|
Service Labor Rates (Service Work only, N/A for Installation Labor) |
$165 per hr. 0% Discount |
$150 per hr. (10% Off) |
$140 per hr. (15% Off) |
$130 per hr. (20% Off) |
| Emergency Service Fee |
$200 + $165/hr. |
$200 + $150/hr. |
$200 + $140/hr. |
$200 + $130/hr. |
| Virtual Service Minimum Charge | ½ Hr. Minimum | No Minimum | No Minimum | No Minimum |
| On-Site Minimum Charge | 1 Hr. Minimum | No Minimum | No Minimum | No Minimum |
| Brilliant AV Certified Network Security Updates | Scheduled Service Req. | Included | Included | Included |
| Internet Outage Monitoring & Alerts | NO | Included | Included | Included |
| Control4 Annual 4Sight License ($99 Value) | NO | NO | Included | Included |
| Billing Terms | COD | Subscriptions charged in advance, on the 15th of the prior month. The first month is prorated. Billable service work is invoiced as needed. | ||
| Contract Commitment | NA | Auto-Renewing Annually - 12 Month Minimum Term | ||
| Service Area | Orange County, CA Only | |||
| Systems Included with Membership |
All previous and Brilliant AV installed systems. Non-Brilliant AV installed systems must go through an on-boarding process to be inspected and tested for BrilliantCARE compatibility. On-Boarding Costs vary. |
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| Cancellation Policy | N/A |
Cancel at any time. 50% of the remaining 12 Month contract value is due at the time of cancellation in addition to full payment of any open invoices. Email cancellation requests to: service@brilliantav.com |
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| 3rd Party Services: (Alarm, Signage, Ring, etc.) | NONE | |||
| NOT INCLUDED in ANY Priority Membership Plan | BrilliantCARE is not an extended warranty. Systems & equipment not included: Heating & A/C systems (excluding Brilliant AV installed Smart Thermostats), Smoke Detectors (excluding Brilliant AV installed detectors); Pool Equipment & Controls, Garage Door & Gate Openers (excluding Brilliant AV installed control interface), Electrical & Lighting Fixtures (excluding Brilliant AV installed Smart Lighting Controls). Surveillance video file retrieval, editing, reviewing, & formatting from Video Camera Recorders, even if requested by law enforcement. Lightbulb replacement. Household appliances & Personal Computing Devices, i.e. Fireplaces, Refrigerators, Ovens, Printers, Scanners, Gaming Consoles, Personal Computers, Tablets & Smart Phones, etc. The following control systems are NOT covered by the terms of any BrilliantCARE Plan unless otherwise specified during On-boarding process. Service on these systems are chargeable at the selected plan Service Labor Rate: including but not limited to Crestron, Savant, AMX, URC, RTI, Pro Control, Extron. No service to be performed on Security Alarm Systems NOT installed by Brilliant AV. | |||
| Warranty on Brilliant AV Provided Equipment & Labor | 1-Year Warranty from date of final invoice applies to all defective equipment including labor to replace and or repair at the discretion of the manufacturer. After 1-Year Warranty expiration, all labor to diagnose, repair or replace is NOT covered under warranty, regardless of the Original Equipment Manufacturer’s Warranty period. No warranty is provided on the labor to diagnose, repair, or replace client supplied equipment. Equipment is always covered by the Manufacturer’s Warranty. | |||
| Warranty on Brilliant AV On-Site Service Labor | All Service Labor is warrantied for 30 days after the date the service was performed. If identical issues reappear within the 30-day warranty period, that issue will be readdressed at no additional charge. New issues are not covered under this Service Labor Warranty. All Software or Firmware updates are excluded from this warranty. | |||