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News

Advanced replacement service improves customer service

Samsung Techwin : 14 January, 2014  (Company News)
Samsung Techwin is reducing the replacement time for video surveillance equipment with its new Advanced Replacement Service
Advanced replacement service improves customer service

The introduction by the professional security division of Samsung Techwin of an Advanced Replacement service underscores a commitment to provide customers with the highest possible levels of post sales support.

“Our video surveillance products have proven to be highly reliable but we know that when there is a problem how frustrating it can be for installers and users to have to wait until a faulty product has been assessed before a replacement is supplied,” said Jason Rou, European Service Manager for Samsung Techwin Europe Ltd. “Our new Advanced Replacement service provides installers with the assurance that they can repair a video surveillance system at the earliest opportunity and without waiting for a product reported as faulty to arrive and be processed at one of our service centres.”

SCB-3003 box camera from Samsung TechwinIf a product develops a fault during the first year of its three year warranty, a replacement will now be dispatched to a specified address within 48 hours of the request. This new service covers all of the company’s analogue and IP network based products with the exception of accessories, keyboard controllers and monitors.

Installers who have qualified to be part of Samsung Techwin’s Smart Partners programme can take advantage of the Advanced Replacement service for up to two years of a product’s three year warranty.

“We are determined to help professional security installers win new business as well as retain existing customers. In itself, this extension to our warranty terms is significant, but it also complements a whole raft of added value services that we offer including free system design, technical support and training,” said Jason. “With the help of our distribution network, we have been listening to what is important to our customers and this has resulted for example in the recent introduction of our WiseNetIII 2MP Full HD network camera range which incorporates what users and installers felt were the key ‘must haves’ in order for Samsung Techwin high definition IP network cameras to be the preferred choice. We fully appreciate however that having the best products is not enough and that we must also offer a range of services supported by the best dedicated technical support team operating in our industry.”

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