Epson SA has launched Epson Express Centres and introduced the Epson Warranty Exchange Programme, which it says will bring a new perspective to customer service.
Hans Dummer, GM of Epson SA, explains that customers who bring faulty printers to Epson Express Centres will first have the merchandise examined and will then be given an exchange printer for the faulty one.
The centres will be set up at Epson distributors` and resellers` premises and manned during regular work hours. "It is convenient for customers, who normally leave empty-handed after taking their product to get repaired. Now they come home with a reworked product," says Dummer.
"Epson has a standard one-year return-to-base warranty, but the latest inkjet and laser printers, dot matrix printers and digital cameras all fall under the new warranty exchange programme," he explains. "These products will come with a one-year exchange product warranty, meaning that they will no longer be repaired, but rather be swapped out with a reworked product as per Epson`s worldwide quality standards."
Epson Express Centres will also have consumables stands, "as many problems encountered arise from cartridges being empty. Epson is making consumables stands available to enable express centre personnel to sell cartridges and media to clients, and so solve all their problems at one go," says Dummer.
Epson will present all customers who have to exchange their product with a "sorry pack" that contains a customer feedback form, a complimentary set of Epson media, an Epson T-shirt and T-shirt transfer paper.
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