Customer Service

Customer service can be difficult to manage, especially when the necessary knowledge is focused on an area of business that you may outsource — like reverse logistics. To alleviate this challenge, we offer a wide range of customer support services on behalf of our customers and partners. We can support issues around courier management to repair-related customer contact and more.

End-Customer Delivery Options

In select regions, we offer your end-customers special delivery options that are designed with utmost convenience in mind. End-customers can mail a device in for repair and opt for it to be returned to their home address, or they can take it to a retail store and indicate whether they prefer in-store pickup or to receive it at another address.

In-Store Repair

In-store repair capabilities are key to your growth and can distinguish you as the provider of choice for customers with defective or damaged devices. Leveraging your retail store network to offer a range of in-warranty and out-of-warranty repair services can generate significant income and attract more customers.

In some countries, we can support a fully managed in-store repair service. To do this, we move the capability from our repair sites into your stores and adhere to your branding (suitable stores are designated by volume of footfall and localized install base, to ensure maximum use of this service).

Proactive Diagnostics

The way devices are used contributes to their functionality and effectiveness; repeat repairs are often a result of the device owner’s activity or behavior, rather than a fault in the device hardware. To overcome this challenge, we offer post-repair customer support. We track the delivery of the device and contact the user a day or two after they receive it to check the health of the device, encourage backup, respond to usability questions, and gauge customer satisfaction. By taking a proactive approach, repeat repairs are prevented and the customer experience is elevated.