Toshiba has officially opened its new service centre in Midrand. The company promises the facility will deliver a new service experience for both is customers and channel partners.
The aim, Toshiba says, is to make the process of booking products in for repair as easy and painless for customers and channel partners as possible.
“As the Toshiba brand begins to gain even more traction in the South African market, we have identified the need to centralise our service offerings in a dedicated service centre,” says Reon Coetzee, Toshiba Computer Systems sales manager for Africa.
“As a result, we will not only be able to handle a greater volume of service requests from walk-in customers and our channel partners, but we can also expect a dramatic reduction in waiting times for spare parts and repairs.”
With six trained technicians and up to 80% of all Toshiba spares available on-site, Toshiba’s new service centre will be able to turn around most repairs within a few hours, making it possible for customers to reduce their amount of downtime to a bare minimum.
“We’re acutely aware that many people cannot afford to be offline for even a few hours,” Coetzee says. “That’s why we’ve introduced a business lounge in our service centre, which will have Internet-connected computers, printers and scanners available for our customers to use free of charge while they wait for their notebooks to be repaired.
“If, for whatever reason, we cannot repair their computer within a few hours, or we need to order in parts from Germany, we will ensure that loan computers are made available to our customers, which they can take with them until their PC is repaired. We’ll even transfer the hard drive to the loan machine to ensure that they have immediate access to their data.”
According to Coetzee, if parts are ordered from Germany, most repairs should take place within 48 hours and the repaired machine can be couriered directly to the customer once repairs have been completed.
For customers who cannot make their way to Toshiba’s Midrand service centre, drop-off points have been established at 50 retail outlets around Gauteng.
“By making a simple call to our new call centre on 0861 My Toshiba (6986 74422) to find out the nature of the problem that a user is experiencing and where their closest drop-off kiosk is, customers can also book a loan machine and have it couriered to the drop-off for them to collect when they arrive,” Coetzee says.
“When the repairs are completed, the product can be couriered back to the customer.”
By establishing a call centre, Toshiba has not only given users an easy way to find outlets and book their machines in for repairs, but this will also be a channel to help keep users updated on the progress of repairs, as well as sales support line, which will be able to provide customers with marketing information and advice on what and where to buy.
Toshiba’s new service centre will initially provide support for Gauteng-based customers and channel partners for a trial period of six months.
“For now, our customers in areas outside of Gauteng will still be supported by our service partners in their respective areas,” he adds. “But if the model here at our headquarters is a success and it proves to be a sustainable business for us, we’ll begin rolling out similar centres to other regions in South Africa.
“By gaining improved control and making our service processes more transparent and customer-centric, we’re confident that the Toshiba brand will continue to enjoy the reputation of being at the forefront of technological and service innovation in South Africa.
“We’re extremely excited to be able to offer our customers and channel partners with what we believe will be a world-class service,” Coetzee adds.