Acer leads as example in customer service

Turning investment and experience into a new business

  • Publish date: Monday، 03 June 2024
Acer leads as example in customer service

Bioggio, SWITZERLAND (May 22, 2024) – Customer service has always been at the center of Acer corporate strategy.  When choosing one brand over another, after-sales service is a crucial element that is assessed alongside design and build quality. Unlike many competitors who outsource this important asset, Acer has retained full control of its repair centres. The enormous advantage of this is the ability to adapt to market flows, optimize repairs though maximum flexibility, and guarantee top repair quality.

The advantages of ownership
Experienced logistics, call centres and repair centres owned by Acer are perfectly synchronised to optimise repair chain procedures. This minimises unplanned operating and maintenance expenses:  products can be distributed to other repair centres to avoid bottlenecks at a single centre; out-of-stock spare parts are quickly shipped from Acer’s logistic hub in Poland or supplied by another service centre; Acer technicians can also move across centres to offer their expertise and support during peak periods. This flexibility leads to:
− averaging repair time between 4 and 5 days
− repair quality is guaranteed, and each part is repaired according to the same criteria used by the repair centre where the PC was originally delivered
− warehouse management is more streamlined and functional, minimising long-term storage.
What’s more.
- more personalized services by customizing the systems and processes to fit specific needs.
- more efficient solutions when issues arise, as the internal team of technicians is already familiar with technology, systems, and processes.
- more secure environment for customer data. By having a certified team of L1 professionals on staff, customers can rest assured that all data are safely and securely managed.

360⁰ coverage
Acer CarePlus warranty packages offer priority service, telephone support, and protection features, while extending the term of the standard warranty at the same service level and offering longer protection against unexpected repair or replacement costs.
Standard Business Pack | On Site repair, International Travelers Warranty, Battery replacement, Media retention
Deluxe Business Pack | On Site repair, International Travelers Warranty, Battery replacement, Media retention, Equipment Protection
Premium Business Pack | Warranty time extension from 2 to 4 years, carry-in, Equipment protection, Priority repair, Quality repair service
Acer White Gloves is a Premium service that grants a high level of care and attention to detail. Customized to meet business needs, it can include device enrolment, software and hardware upgrades, priority and on-site repair, data wiping, data restore and backup.

Service as a sustainable business. The Enfinitec model.
With standard operating procedures, ISO certifications and numerous awards, Acer's after-sales service has become a reference in the IT industry. Building on this success, Acer has founded Enfinitec and now offers white label repairs on numerous products, extending its range of services beyond I.T.
Enfinitec perfectly represent the company mission towards a more sustainable and responsible world by extending the life cycle of products or giving them a second life.
Enfinitec is set to be a transformative force in the after-sales service sector, focusing on sustainability and responsibility, with the goal to expand into new markets and serve other sectors looking for recognised expertise in sustainable after-sales services. Established at the end of 2023, Enfinitec is now an independent European service company with more than 1.000 employees at eight locations in different countries.

About Acer

Founded in 1976, Acer is one of the world’s top ICT companies with a presence in more than 160 countries. As Acer evolves with the industry and changing lifestyles, it is focused on enabling a world where hardware, software and services will fuse with one another, creating ecosystems and opening new possibilities for consumers and businesses alike. Acer’s 7,500 employees are dedicated to the research, design, marketing, sale, and support of products and solutions that break barriers between people and technology. Please visit www.acer.com for more information.

Media Contacts
Noesis                         Tel:  +39 91 2610 111                Email: acer-emea@noesis.com

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