Acer is introducing free door-to-door customer service program touted as the only one of its kind in the Philippines. According to Dio Vasquez, Operations Director, Acer Philippines, Inc., the program allows customers to simply call the Acer Customer Service Hotline if and when they experience problems with their Acer device. “Once you call, a contact center agent will answer and diagnose initially over the phone any problem you may have with your device.”
“These are all qualified technical support agents, all trained to handle technical problems over the phone. In time, we will increase the number of agents depending on the number of repair requests we receive,” he explained.
Vasquez said that if the problem cannot be solved over the phone, a ticket number will be created and issued by the Tech Support Team to the client, and that’s where the door-to-door service begins.
Once the ticket is created, Acer’s courier partner will be alerted and the device will be scheduled for pickup. “The customer has the option to have the device picked up at home or place of work on the date and time he prefers. After the courier representative determines that all items in his checklist in picking up the device are cleared, the device will then be brought to the Acer Service Center in Paco, Manila.”
When repairs are done, client will be informed that for delivery of the device. If client will be unavailable to receive the unit on the date and time advised, an authorization letter must be presented by his authorized representative.
Clients can check the status of their device for repair via https://mobilesupport.acer.com.ph. As for turnaround time for repairs, Vasquez said it depends on the problem of the device or availability of spare parts but fittingly, the problem should be resolved within five (5) days and client advised whether the device can still be fixed or not.
The service is FREE, says Vasquez, as long as the device is still under warranty. However, since the program is still new, only notebooks with Intel Core i3 to Core i7 configurations can avail of the service. “We’ll check later if we can also provide it to entry-level laptops since they’re too many. We will prioritize first those who paid premium to avail of this service,” he added.
For those outside of Metro Manila or out of coverage area, they are directed to look for the nearest service provider partner of Acer. “As a backup, Acer has its network of service providers who can cater to walk-in clients. They can find out if their area is covered by calling (02) 555-2300 and 1800-1888-7037 (toll-free) for those residing outside Metro Manila”
Vasquez bared that Acer will not stop here. He hinted that most likely next year, they may include Acer devices that are out of warranty and diagnosis can be done via a downloadable app. “Customer, through an app, can already identify and report potential problems and send this to the contact center, who will then call them.
As more people are getting mobile and life is getting fast paced, people have no more time to go to a service center to have their device repaired. This is why Acer wants to cater to the needs of their customers. “Acer invested heavily on this proprietary contact center support system because excellent service is what customers want and truly deserve, nothing less,” concludes Vasquez.
For more about Acer Philippines’ door-to-door service, go to www.acer.com.ph, follow Acer via Twitter (twitter.com/acerphils) or www.Facebook.com/AcerPH.
