Hewlett-Packard (HP) has revamped its bench repair process and partnerships in an effort to address concerns about after-sales service, support and warranty repairs.
HP Services director Hansjoerg Walz says its repair partner exited the business in November, causing turbulence in the repair environment.
"There's been concern about the quality of service since November; it's been a very turbulent time," Walz says of the repair process chain for both commercial and consumer customers.
"It was not an easy period for any of us, and especially not for our customers, and it was a clear objective of HP to turn that around as quickly as possible.
"We have reorganised and now have two partners, not one, as before. One is LetMeRepair, which is a German company. They opened a new office in Johannesburg in addition to an existing facility in George, and the second is M-IT. It is a subsidiary of EOH that previously specialised in on-site maintenance.
Both bench repair providers offer service and support for HP's range of commercial products. They both have carry-in facilities, while M-IT also provides on-site support for larger commercial products.
Additional service channels for consumer products include a home delivery service, as well as the HP Retail Care Programme, where products can be submitted at Incredible Connection stores.
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