What is it?
As the price of IT and communication products have fallen to their lowest ever levels, on site intervention on a vast range of products has become financially no longer viable as a means of warranty service support. The most practicable alternative to on site intervention for the manufacturer is a technical courier exchange repair service.
How does it work?The service is simple, efficient and cost effective. If a customer contacts the technical helpline before 4pm and the issue cannot be resolved on line, the call is diverted to Staffords repair centres and arrangements are made for the customer's machine to be exchanged the following day (usually by mid-day) by national courier.
What products are suitable?Staffords courier exchange repair service supports; printers (ink jet, toner based and laser) facsimile machines, shredders, laminators, DECT telephones, scanners, set top boxes, photo-printers and miscellaneous presentation equipment.
What is the procedure?Quality procedures are in place to ensure that the exchange unit despatched to the end user, is accepted as their permanent replacement machine. A quality driver is the right of the customer to have the original machine returned.
If the customer exercises this right, double courier charges are incurred, which Staffords absorb as the potential cost penalty provides a further incentive to despatch only top grade product.
As part of the comprehensive service, if following two exchanges an end user still experiences a problem Staffords will at our expense undertake a site visit to establish if there is a possible environmental issue.
The balance of any un-expired warranty period can be apportioned to the exchange unit.
Where possible, Staffords provide recyclable packaging cases and foam inners protecting the machines against impact damage.
Can we do Reports?
Staffords maintain monthly management reports on fault statistics to whatever level is required.
Courier Exchange Repair Service
How effective is the Courier Service?
Staffords have an established technical helpline operation resolving 85% of calls on line but we also work with manufacturers and independent third party call centres.
In addition to the overall effectiveness of the operation the manufacturer also benefits from reduced parts and accessory costs as all the resources are based in one location. Technicians, through familiarity with the product are quick to repair faults and at the same time identify and report any recurring faults. Mid-life product upgrades can be fitted as part of the fix at little or no additional expense.
Should you require references as to the efficiency/ quality of the operation we would be happy to give you the details of any of our clients currently using our services.