Getting What You Need From Your Repair Vendor – Turnaround Time
September 18, 2013
Three factors tend to dominate when it comes to judging the service quality for hardware repairs. These factors are turnaround time (TAT), repair quality and overall value for money. Repair vendors make lots of promises that they excel in all of these areas, but you can’t really judge the service until you experience it.
However, before starting a new partnership with a potential repair vendor it is important to check the experiences of their existing customers. That’s the reason Mercom conducts regular satisfaction surveys with customers to check that our levels of service are as the customer expects. This allows us to then share this information with prospective customers so they can see what kind of company we are.
So, we’ll start this series of blogs on service quality by focusing on some of the feedback that we’ve had on Mercom’s turnaround time.
One customer said:
“Didn’t have to remind them of the importance of getting products repaired in a timely manner.”
It is crucial for hardware managers to have a sufficient inventory of spare equipment available to handle field failures. Getting broken equipment repaired in a timely manner is critical to that.
Another customer said:
“Great turnaround time; unless delayed by manufacturers parts.”
Delays can occur with any repair company, so it’s important to know minimize these by knowing the customer’s equipment and stocking the appropriate parts.
Yet another customer said:
“Always kept up to date on repair status.”
Communication is a crucial aspect of overall service. Customers should receive updates on the status of their repairs which helps them plan appropriately. If delays do occur then letting customers know at an early stage can minimize disruption.
First Impressions Matter.
Many of our customer relationships at Mercom start with a complimentary trial. It allows the customer to gain a full understanding of the importance we give to turnaround time and our other processes, before committing to a long term repair partnership. Please contact us if you would like us to try our free trial!
