CRN Network, August 24, 2009, 1200 hrs
In an attempt to further augment its post-sales support, Dell will open 15 service centers to complement its onsite warranty support.
The company has already launched two such exclusive Dell Consumer Service Centers in Bengaluru and Delhi.
“The launch of service centers is significant as India is one of the first few countries where we have started service centres allowing customers to walk in for technical support needs. This is an option that customers can exercise in addition to the onsite warranty, thus improving the ownership experience of their Dell products,” said Ganesh Lakshminarayanan, VP, Global Consumer Services & Support, and MD, Dell International Services.
Many of Dell’s retail partners have been demanding for service centers, suggesting that several customers are not comfortable with the online support that Dell provides to do remote diagnosis of hardware and software.
“We have been recommending Dell to consider having one service center in each city to facilitate easy access to customers. Dell’s competitors are discouraging customers misinforming them that it does not have service facility except in metros and this was impacting sales,” said PT Nath, Sainath Information Technology, a Visakhapatnam-based reseller.
Dell expects these service centers to help provide a range of value-added services like DataSafe, DellonCall, Online Training and PC TuneUp.
“Customers, in addition to getting their issues resolved, can also buy warranty extensions packs, upgrades and other VAS services from these centers,” added Lakshminarayanan. |