In a move to further enhance its service offerings in the sub-Saharan region, 3Com SA has opened a service and technical support centre at the Midrand offices of Comztek.
The centre, the first of its kind in Africa, has been built to 3Com`s global specifications and is staffed with a full complement of qualified specialists. It will be run by Comztek, 3Com`s Gold Distributor in SA.
Chris van Niekerk, 3Com`s country manager (sub-Saharan Africa), says the key motivation behind the establishment of the centre was to enhance the service experience for both end-users and 3Com resellers. Comztek was chosen to partner 3Com in the Service Centre venture because of its well-established distribution model and solid networking background
Says Paul Conradie, MD of Comztek: "We have paid close attention to the channel`s needs and we have focused on meeting them. The 3Com Service Centre is yet another example of our ongoing vision to increase our support, while giving the requirements of the channel top priority. This centre enables us to provide high service levels, necessary technical expertise and comprehensive pre- and post-sales support benefiting both the reseller and the end-user."
Many of 3Com`s products, including complete network modules, are covered by a lifetime warranty. A simple swap-out may be all that is required to get a faulty system up and running again. "We have introduced a `carry-in-swap-out` service on warranty repairs. Comztek will hold a buffer stock on all 3Com switches, hubs and SuperStack products to facilitate this," says Conradie.
Van Niekerk adds that the centre will also offer a free test and evaluation service on network interface cards (NICs). "Previously it has been difficult to rule out the NIC as a cause of a network connection problem, so technicians replaced it without question. Research has shown, however, that in the last three years around 60% of returned cards were, in fact, in perfect working order. So, by offering an immediate test, we will prevent unnecessary replacements and save our customers time and money," says Van Niekerk.
"While many vendors need time to return faulty equipment for repair to their principals in Europe or the US, 3Com is now equipped to repair - or simply replace - products from our local base immediately," explains Van Niekerk.
"Our emphasis is on providing our channel partners and their customers - particularly those running mission critical system - with added peace of mind," he stresses. "We believe that the new centre will add significant value to the 3Com reseller channel."
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