Hewlett-Packard South Africa has made a series of heavy investments in the Eastern Cape with the aim of boosting customer service in the region to the same levels enjoyed by clients in the other major centres of SA.
The company is in the process of building a pre-repair qualification and repair facility in Port Elizabeth for the benefit of Eastern Cape customers. This repair centre will provide HP branded support, catering for "carry-in warranty" items such as DeskJet printers, personal lasers, scanners and notebooks.
Products which cannot be repaired locally will be shipped to HP`s Johannesburg or Cape Town bench-repair facilities and receive the highest priority, in order to make up time lost during transportation.
HP SA also recently appointed First Technologies Port Elizabeth and East London as a HP Authorised Service Provider and has created an Onsite Support team based in Port Elizabeth and East London. Customers can also dial into a Customer Care Centre established three years ago for any support and service queries.
Says Patrick Canny, regional accounts executive at HP South Africa: "HP believes that service and support is one of the most important factors influencing a customer choice of vendor`s product or solution. As part of its commitment to the South African market, HP is striving to build world-class customer service structures in every major region in the country.
Canny has been appointed as the region`s corporate account representative for the HP Business Computing Organisation. HP now has eight team members in the Eastern Cape, who are dedicated to ensuring that customers enjoy top-class pre- and post-sales support across all product ranges.
These products include HP`s Unix and Superdome server ranges, HP digital imaging and printing solutions, handheld computers, notebooks, desktops, workstations, NetServers and Procurve networking equipment.
HP products, specifically designed for business use, carry an on-site warranty in order to avoid costly downtime. These products include HP Business Inkjet and Laserjet products, HP Vectra and Intel based Netservers, as well as HP Procurve hubs and switches - Eastern Cape customers, purchasing HP Support Pack and business products have enjoyed local, on-site support since April 2001.
To log a call at the Customer Care Centre, a customer needs to follow this simple procedure. Dial 0860001030 and furnish all information needed to resolve the call. Customers need to request and record the Customer Care Centre reference number for each call, and may request an escalation of the query if the agent at the call centre is unable to resolve the query.
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Hewlett-Packard Company -- a leading global provider of computing and imaging solutions and services -- is focused on making technology and its benefits accessible to all. HP had total revenue of $45.2 billion in its 2001 fiscal year. Information about HP and its products can be found on the World Wide Web at http://www.hp.com.
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