Acer Africa has extended its on-site warranty to include its entire desktop and server range - a move designed to enhance the service dealers can offer their customers across the country.
According to Acer Africa general manager Brian Bogaard, this is in line with the company`s policy of providing consistent, dependable products and service and follows significant enhancements to the AcerCare service which has resulted a 48 hour-turnaround on 90% of products brought into AcerCare centres for repair.
From September 1, Acer Africa will be bundling an on-site, next business day, service level agreement (SLA) for one year with all its desktop products. The Altos Xeon 21000 and 12000 products will have 4 x 4 SLAs (four hours to respond, four hours to repair) and the rest of the server and desktop PC range will dealt with by the next business day.
End-users living within 80kms of Gauteng, Durban, Cape Town, Port Elizabeth, Bloemfontein and Nelspruit will be able to enhance their SLA to a 4 x 4 onsite warranty, as well as extend the warranty for an additional one or two years.
East London, Kimberley, Welkom, Pietersburg, Rustenburg and Richards Bay end users will have the standard next business day SLA, with requests for upgraded 4 x 4 SLAs dealt with on a case-by-case basis.
End-users can also retain their option to utilise the Acer XpressCare service for carry-in, over-the-counter repairs - a service which has proved immensely popular with notebook PC users.
"Despite the rapid turnaround within the AcerCare centre, end-users would often find themselves without their equipment for between four and five days as the PC was shuttled between the end-user, the dealer, the AcerCare centre, back to the dealer and from there to the end-user. This loss of productivity significantly contributed to the PC or server`s total cost of ownership (TCO).
"In addition, the carry-in warranty places an extra burden on dealers as their customers usually expect them to collect, repair and return the PCs. The new on-site warranty means dealers can offer their customers enhanced service, and leave themselves free to focus on what they do best - sell and develop customer relationships.
It also enables dealers to broaden their customer base as end-users who now buy Acer products can be assured of consistent service around the country," he says.
To obtain service, end-users simply call Acer Africa`s central support desk where an operator will attempt to determine whether the fault is software or hardware related. If the problem can`t be resolved telephonically, an Acer-certified technician will be sent to the site to effect the repair there within the time specified in the warranty.
"The days of the week-long repair are over. Acer has taken ownership of its warranty programme to ensure fast, effective service levels countrywide producing a win-win-win situation for Acer Africa, our dealers and their customers," Bogaard concludes.
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