After-sales maintenance helps ensure that a customer gets as much use and value as possible out of their purchase. A great product should be backed up with excellent maintenance support as this provides a positive experience to customers.
The business reasoning behind after-sales support is that it can contribute to brand loyalty and positive word-of-mouth. An example of a brand which understands this reasoning is Huawei.
Huawei Hi-Care services provide a variety of maintenance services for customers. Huawei Hi-Care provides industry-leading Technical Support Centers (TAC), global service organizations, hourly spare parts supply capabilities, standard Issue to Resolution (ITR) processes, and advanced IT tools to respond to customer service requests in a timely and efficient manner.
Huawei’s global technical support organization has three Global TACs, five Regional TACs, and five Country TACs that provide CS services for customers in over 130 countries 24 hours/seven days a week. With access to TAC expertise, you can expedite issue resolution and optimize network operation.
Advance Hardware Replacement Service entitles you to receive replacement hardware after your service request is accepted by Huawei. Huawei’s worldwide spare parts operation and logistics centers will guarantee that hardware will be delivered as agreed SLA in your contract.
For the problems that cannot be resolved without replacing the hardware, Huawei will assign experienced technical support engineers to your site to replace the hardware and rectify the fault to restore your system.
Access to Huawei Website Knowledge Base, software releases, product documents, materials, tools and notifications, as well as Smart Q & A, et., to improve the maintenance capability of your engineers.
System software correction patches and minor version releases are available from Huawei’s technical support website.
Hardware alarm is automatically reported to Huawei technical support center by Call Home system, and then Huawei informs customer if necessary.
Huawei has always been committed to providing customers with more professional and intelligent maintenance services. Huawei Hi-Care services go beyond traditional phone or email support as customers can seek help from multiple channels such as the intelligent Q&A chatbot and the technical support community. In addition, customers can use the intelligent maintenance center ServiceCare to manage inventory and service requests, and quickly obtain product technical information and service reports.
At GreenBay, we believe that an effective maintenance strategy is concerned with maximising equipment uptime and facility performance while balancing the associated resources expended and ultimately the cost. When a brand offers maintenance services (such as Huawei Hi-Care) which can assist in getting sufficient return on your asset investment, it is an indication that your maintenance strategy is on the correct trajectory to be successful and fuss-free.