When the editor started writing the article, he did not realize that the article would be so long, with an after-sales service review of up to 10,000 words. If you are interested, please read it! This article has a total of 10741 words, and the estimated reading time is 23 minute.
Speaking with conscience The top ten PC manufacturers' after-sales secret reviews were released
extended reading: Seven years ago, the Computer Division conducted a large-scale after-sales horizontal review undercover investigation project for this, but at that time, due to various reasons, many content could not be presented to readers, and some links in the topic were displayed as empty chains. However, it is gratifying that the manufacturers exposed by have made significant improvements in the subsequent editing and anonymous follow-up process. The catfish effect of forces manufacturers to pay more attention to after-sales service efficiency and service quality, and also improve consumers' after-sales experience.
March 2011 notebook forum independently planned an undercover investigation (click to enter)
After seven years, the PC industry has ushered in a complete reshuffle. Toshiba and Sony have withdrawn from the Chinese market one after another. Samsung's business in the PC field has gradually faded. Acer and Asus have retreated from first-tier brands to second-tier brands. HP has changed its past after being "in prison" in 2010, and it took eight years to quickly grow into the leader of the PC industry. Lenovo has pushed its PC business to a ranking of pursuing profit margins rather than sales through repeated senior manager changes. In these seven years, we have seen the birth of new Internet brands such as Mechanical Revolution, Thor, and Mechanics, and many high-end gaming notebook series products such as Shadow Knight and Youzi. With the replacement of nebula in the PC industry, as a media, we feel obliged to launch a 7-year secret visit for consumers to ensure the rights and interests of consumers.
Editor personally promised that this undercover investigation was absolutely realistic, objective and third-party. The undercover investigation project was a first-level confidentiality mechanism for the business department. No details were disclosed to anyone before the article was published.
Special note: involves a large number of brands, the number of people can be mobilized is limited, and time is relatively tight. Editor's undercover investigation only adopts random sampling method, and will not evaluate multiple after-sales service points for each brand, but will select a flagship after-sales service point for evaluation. evaluation indicators include. There are four aspects: after-sales convenience (20%), after-sales service environment (20%), service waiting time (20%), and service personnel professionalism (40%). The full score is 100 points.
Key indicator description:
1. After-sales convenience description: the number of official authorized outlets is 5 points, 5 points for inquiry is queried, 5 points for after-sales phone support, 5 points for online technical solutions support.
2. After-sales service environment: whether there are business guides 5 points, whether the outlets have rest distinction, whether the on-site environment is noisy 5 points, and whether the after-sales outlets are clean and hygienic 5 points.
3. Service waiting time: 20 points for the full score within 10 minutes, 10-30 minutes, and 0 points for the score above 30 minutes.
4. Professional level of personnel: 40 points can be obtained if the problem is determined on site and solved, and 20 points can be obtained if the problem is not solved on site and the problem is solved the next day. At the same time, for the situation of machine picking that has not yet been repaired, we will give the processing and rating it as 20 points. Records of 0 points given for on-site failures or repair errors and errors in detection the next day.
The ranking of this 315 after-sales secret interview horizontal review comprehensive scoring table
How to create a pseudo-machine failure?
Regarding the fault repair part, we held a meeting to discuss nearly a week, and gave more than ten unobserved non-human factors such as electrostatic breakdown schemes and program damage schemes. However, the final implementation was the memory loosening scheme. The principle of this undercover investigation is to bring about slight physical failures to the product without destroying the main hardware of the notebook. The fault itself is an easy-to-use level in the maintenance industry.
Simply put, the illusion created is to remove the memory from the memory snap, so that its memory chip is not enough to fully contact the motherboard port, and the phenomenon generated is that the screen is black, the display is normal when the fan speed is normal when the power is turned on. The three assumptions corresponding to this phenomenon of are: ① A physical failure occurred in the notebook motherboard. ② There is a problem with the laptop cable and screen. ③There is a problem with the notebook memory. The possibility of the third hypothesis is the greatest, so it should be easy to judge this problem from the perspective of an engineer.
At the same time, in order to increase the difficulty, and considering that some repair models do not have plug-in and unplugged memory, , we also gave two other gain solutions, two treatments: loose power interface cable and loose battery interface cable. and loose power supply module interface are also obvious. Generally, after-sales engineers can detect problems by disassembling the back cover to check the power supply part.
·Survey after-sales convenience survey First-tier PC manufacturers generally lead
In 2011, when conducting after-sales unannounced investigations, two main parts were used to assess the manufacturer's key after-sales indicators, one was the convenience and distribution of after-sales outlets, and the other was the connection efficiency of 400 phones. After 7 years, PC manufacturers ushered in a major reshuffle, and after-sales service methods have become diversified, such as solving product problems online, WeChat services and housekeeper services, telephone help and offline physical repair stations for repairs.
Some online maintenance outlets query international manufacturers generally rank high
If you talk about the inherent advantages, international first-line PC brands are significantly better than Internet new brands in terms of after-sales convenience, whether it is the number of after-sales repair outlets, the convenience of inquiry, as well as after-sales telephone support and online solutions. From the perspective of comprehensive experience, Lenovo has obvious advantages in after-sales service. All four survey indicators have received full marks, and the official website is friendly, with driver downloads, extended warranty services, quick repairs and 24-hour smart customer service. It also provides support for WeChat service interface and remote manual service. supports quick query of repair outlets, and there are as many as 24 after-sales repair outlets in Beijing alone. In the remote cities of third- and fourth-tier cities, you can still see the shadow of Lenovo after-sales repair stations. It can be said that Lenovo is very trustworthy in terms of maintenance services.
Many service support options provided by Lenovo's official website
Lenovo provides housekeeper service WeChat service and remote expert manual service
also belongs to the first tier full scores, including HP, Dell and Asus. The number of after-sales distribution of Asus is relatively balanced. In addition to first-tier cities such as Beijing, Shanghai, Guangzhou and Shenzhen, can still find Asus' official after-sales outlets in Qinghai, Xinjiang, Tibet and other regions where the Internet is relatively underdeveloped, and the official after-sales telephone number can also be found on the official website. In addition, Asus has its own online customer service platform. Although it is only the answer to some common questions, it at least gives consumers some ways to solve simple problems by themselves. If the problem has not been resolved, consumers can also communicate with online manual customer service to feedback the problem and get the necessary help.
ASUS has a complete online customer service platform
From the fluency of website browsing, it takes 1-3 seconds for the three manufacturers of Asus, HP and Dell to open the official website, and the time for opening the subdirectory is also delayed. At first, the editor used the local access link test at the CMD command prompt, and was later suggested by colleagues in charge of the technology to use a more objective and fair website benchmark access test to be more accurate. The test platform is mmTrix website (click to view). The website is divided into comprehensive score, front-end score, back-end score and network score. The last network score is closely related to consumers. can be clearly seen from the test results. HP's network rating is low, while Dell and Asus' official websites have much smoother access than HP.
mmTrix website's online rating recommendations
HP official website can optimize the access speed
The smoothness of the official website has greatly affected the consumer's experience, but for consumers who are eager to solve after-sales problems, these are just a small interference factor. However, it is worth noting that although the official website pages of Dell and HP are simple, they are very complete in terms of functions. Dell provides manual online consultation, email technical support, WeChat technical support, repair online store inquiry, repair product quality assurance inquiry, extended warranty and 400 and 800 telephone service support. HP also has support for chat rooms, WeChat services, Weibo services and forum services. It can be said that it is very convenient for consumers to find a way to repair and consult that suits them.
HP officially provides support for WeChat platform repair and Weibo forum communication
Dell after-sales repair more ways to provide door-to-door service support
Mechanic computer repair point
Thor and mechanics are basically the same in the structure and page distribution of the official website, and the service gap is almost slim, so the scores of the two websites are the same. The only option for deducting points from these two brands is the distribution of service outlets. Although the editor wants to give these two brands a full mark, it is indeed a big gap between the number of repair outlets and the number of repair outlets of international first-tier manufacturers in terms of the number of repair outlets. As a consumer, will indeed cause certain problems. But in addition to this, in terms of the services provided by the official website, Thor and the mechanics can still fully respond to the maintenance demands brought by consumers. Including online customer service, after-sales outlet inquiries and service standards, you can easily find them.
Mechanical Revolution Services are more convenient. Only one repair station is authorized in each region.
The brand of Mechanical Revolution belongs to Tsinghua Tongfang. Although its brand Mechanical Revolution has a high cost-effectiveness in the gaming laptop market, there is still a certain gap between the overall sales volume and the first-tier manufacturers. Therefore, Mechanical Revolution does not have an independent online customer service team to ensure consumers' quick query and search. However, the number and convenience of the offline maintenance outlets and the official 400 phone number are still relatively good, so the comprehensive score of is 15 points.
Shenzhou computer website loading errors
Shenzhou is an early localized notebook brand. Although its War God series notebooks have created hot products a few years ago, the product line has been slow to update in recent years. Although the official website of Shenzhou has relatively complete solutions in terms of the number of outlets, convenience, and after-sales official 400 and 800 phones, the website design is simple and the layout is relatively chaotic. During the week-long testing process, we found that official websites often have inaccessible situations (there are some inaccessible conditions under the Windows platform through multiple node tests). Therefore, no relatively satisfactory score was given in terms of querying convenience indicators.
Baidu import keywords BUG
The birth of Xuanlong notebook is actually more attributed to the concessions of Shenzhou God of War. its official website is much more beautiful than Shenzhou.The design is exquisite, the official mall promotional information is available, and it is closely connected with the e-commerce platform. , but the only thing is the page bug in the official after-sales part, which makes it impossible for consumers to query the distribution and number of outlets (in fact, Xuanlong does not have offline service outlets all use express mailing and repair processing) . The solution is not to directly search for Xuanlong’s official after-sales keywords on Baidu, but to jump to the service page for a second time after entering Xuanlong’s homepage for inquiries, or to look for the official online customer service to inquire or call 400 official phone number to inquire.
Editor enters the online service support page from the official website entrance, all the points are online QQ, Therefore, we only give 5 points in the two items for Xuanlong's after-sales telephone support and online technology solutions. At the same time, we gave zero points to the number and convenience of the first two items, so Xuanlong's total score was only 10 points in this item.
Acer official website service outlet query page has a query bug (Windows platform)
The worst thing is that the service outlet part provided by Acer on the official website cannot be displayed normally. During , we used Chrome browser and Firefox browser, and IE browser cannot open the page. In the end, I had to give up the query and used 400 phone calls to inquire. gave me a score of only 1 point online. This score originated from a message section on the official website. At least it is a channel for online feedback, while the first two items were zero points. Acer finally scored only 6 points in this project.
pseudo-official phishing website located in Baidu's first search
However, it is also worth noting that when searching for Acer laptop after-sales, it is very likely to be captured by phishing websites, and the search results rank very high. The author inferred that it should be the result of Baidu promotion. After typing the keyword "Acer laptop after-sales service", Baidu will stay for 1-3 seconds, and then switch the Acer official website twice before it is swiped to the front. Just imagine that can easily retrieve information about unauthorized repair shops from third parties under the premise that the official website cannot continue to use the query function, which to a certain extent also increases the repair risks of consumers.
·Phenomenon 1: Can cheap products not be used for after-sales service?
Before officially starting the writing of this page, the editor will give you an example. In November last year, a good friend of the editor, a distributor engaged in computer business in Zhongguancun, returned from Beijing to his hometown in Hebei. He was preparing to join a brand hot pot restaurant in the county town to franchise shrimp and shrimp shabu. The lowest-end hot pot restaurant standard is no less than 160 square meters in Beijing, and the standard for bottom shops in non-first-tier cities is no less than 140 square meters, but the area of a single room of a friend's floor shop is only 70-80 square meters. The franchise standards for shrimp eating shrimp shabu cannot be met. After many communications, the brand of shrimp eating shrimp shabu still refuses to give in. If you want to join, you must meet the minimum standards of the franchise store. Otherwise, the franchise fee will not be officially authorized even if it is doubled.
has no choice. My friend bought two base shops in his hometown. The combined comprehensive area of the two base shops reached 150 square meters. That is, it exceeds the minimum standard for shrimp eating shrimp shabu. In January 2018, we successfully signed a franchise agent and connected the two base companies. Different brands have different requirements for standards, which also contributes to consumers' sense of identity with the brand. Why can LV bags be bought for tens of thousands or even hundreds of thousands of yuan, while those in the wholesale market are equally imitated for only a dozen yuan. Are consumers fools? Not, it’s just that different brands have different requirements and standards for different products. But also depend on this market, we should compare most of the participants in this market to see how different the standards are required by different manufacturers. This is basically the same as consumers' consumption psychology when purchasing products from different brands.
In my opinion, the standard is the key to measuring whether an enterprise can gain value in the market. An excellent brand must have good products and high-quality services, both of which are indispensable.
After-sales service environment ranking of ten manufacturers
Recently, PC manufacturers' undercover articles were exposed one after another, and received a large number of comments from netizens, including some netizens who are DIY enthusiasts. Some of the views made the editor feel that it is necessary to take them out and think carefully. On March 13, the first three articles were released, which talked about the content of Shenzhou War God's after-sales outlets being too simple and Xuanlong did not share the Shenzhou platform service system, which also led to difficulties in offline maintenance. Although Acer, Thor and mechanics have maintenance offices, the environmental quality is poor, and they are also pointed out in the article. Some netizens believe that "I have never considered after-sales service after purchasing cheap products. If you have money to buy aliens, Dell, and Lenovo!" So does this view mean that consumers have already adopted a abandoned attitude towards the after-sales service of some brands? When heard this, he couldn't help but sigh.
Netizens generally have low expectations for some brands for after-sales service
·First echelon: Lenovo, HP, Dell, Asus
Looking at the entire after-sales service environment, there is currently a huge gap between international first-tier brands and local brands. Let’s not talk about after-sales service software for the time being, let’s talk about hardware first. : Lenovo, HP, Dell and Asus, four international brands, are in the leading position in after-sales hardware, covering an area of basically more than 100 square meters. : Asus Royal After-sales Service Center is adjacent to Asus Beijing Branch, it covers the largest area, followed by Lenovo, HP, and Dell (only representing undercover outlets). In addition to Dell's ordinary commercial office buildings, Lenovo is located in the basement of Zhongke Building and HP is located in the office building of Zhongjia Building. It has provided certain restrictions and guarantees in the after-sales business area.
Lenovo official direct 4S store is waiting for repairs.
Lenovo official direct 4S store is the most gorgeous decoration. In addition to the repair area, there are also product sales display areas, headphones, mouse and other cooperative brand display phone sales areas. At the same time, you can also experience the latest and most dazzling new products in the store, forming an integrated store that integrates purchase and maintenance. can be said to be a direct store model in the commercial system. It greatly saves the cost of setting up a separate after-sales repair outlet. However, unlike other manufacturers, the reason why Lenovo can be so successful in the direct 4S store is because of the control of Lenovo's quality. It is precisely because of this that Lenovo won a higher score in this after-sales horizontal review and undercover investigation.
Asus Royal After-sales Service Center is also a brand-based direct service agency
also has direct service. Compared with Lenovo's official direct 4S store, Asus Royal After-sales Service Center has not achieved great significance in product sales. It mainly focuses on maintenance. Although there are also display related Asus hardware products, it is not a base shop after all, so it also limits the needs of most consumers who come to the store to buy products. The quality of Asus after-sales service can be guaranteed, but it seems that it is unwilling to adopt the Lenovo model to operate the official after-sales service agency.
Dell official authorized maintenance center adopts a standardized store decoration style
HP official after-sales service center waiting for repairs. Anti-static table cloth
Dell and HP are both international manufacturers. They have established a very complete after-sales system many years ago, and have strict requirements for authorized maintenance outlets. Although the overall decoration style is very different, it still ensures the after-sales service quality , including water dispenser, waiting area seats, number picking machine (Dell undercover investigation outlets have / HP undercover investigation outlets do not), and service maintenance standard instructions and announcements. Consumers can feel the minimum respect in terms of quality when repairing products in these places.
·Second Echelon: Mechanical Revolution
, while Mechanical Revolution belongs to the second echelon. Yes, yes, this PC after-sales service is the second echelon. The main reason is that the area of the Mechanical Revolution maintenance point is only about half of the first echelon, with a total area of 30 square meters, and the rear maintenance room and office area should be only about 50-60 square meters. The office area of the Machinery Revolution after-sales center does not have much flaws, but it does not strictly separate the reception area from the maintenance area. At the same time, there are no related facilities such as pick-up machine and waiting area seats in the after-sales hall. The only water dispenser was placed at the counter, and it was difficult to tell whether it was prepared for customers or for drinking by the office. There was a big gap in sanitary conditions compared to the first echelon.
Mechanical Revolution Maintenance Center is located in the office building very quiet
·Third echelon: Thor, Mechanic, Acer, Shenzhou
The third echelon is mainly manifested in poor maintenance environment conditions and small maintenance outlet area. This part of the brands include Thor, Mechanic, Acer, Shenzhou. 's outlets are under 30 square meters on average and are not equipped with any guidance personnel. Some brands do not even prepare seats for customers to wait for rest. At the same time, the environment of these after-sales repair outlets is generally not ideal. The repair environment is noisy, and some repair outlets are directly connected to the store. At the same time, there are repair outlets that share offices with other companies. In terms of hygiene conditions, these after-sales companies have a few advantages in Thor (mainly because their business area is very small). The sanitary conditions of mechanics, Acer and Shenzhou are poor, and there are cases of couriers being thrown away and products being stacked at will.
Mechanic Notebook/Leod's Laptop After-sales Maintenance Branch
Acer Repair Service Center and Toshiba Notebook Repair Share Maintenance Site
Shenzhou After-sales Customer Service Center Reception Office
From left to right, it is Mechanic after-sales service, Acer after-sales service, and Shenzhou after-sales service
·The fourth echelon: Xuanlong
There is no doubt that for Xuanlong, a brand without offline services, it is inevitable to become the fourth echelon. Since there is no offline after-sales service outlet, it does not share maintenance outlets with Shenzhou, and there is no self-built offline channel maintenance outlets. We cannot conduct a truly offline visit and survey, but its emergence shows at least one problem. While manufacturers pursue the maximization of product profits, they sacrifice the offline after-sales repair channels that should serve consumers.
For Xuanlong, a brand that does not have offline services, it is inevitable to become the fourth echelon (Picture from: Baidu)
In my opinion, after-sales service is the key factor in whether the product is excellent. For example, I will sell you a car, which can meet your basic travel needs. It can drive normally, but there are no airbags. As long as you don’t have any problems, you are absolutely safe. The manufacturer explained that we have spent all the vehicle research and development funds on performance and comfort. In terms of safety, driving is your problem. It is not a problem with the car, but a problem with the driver. Of course, you said that my car has no safety and reliability. Although there is no airbag, I gave you a pillow with the car when you bought the car. When you have a traffic accident, the pillow can minimize the possibility of accidental damage, so for the service, I have done it well.
Therefore, if the offline channels cannot be implemented due to cost reasons, at least the online feedback mechanism should be perfect enough. It is obviously not enough for Xuanlong after-sales service to only have one QQ customer service and it takes a long time to wait.
·Phenomenon 2: International large factories repair faster than local small factories? After talking about the after-sales distribution in
, we would like to mainly talk about the maintenance time in this article. The maintenance time of can be divided into two parts, one is the reception time of the service staff before the maintenance, and the other part is the maintenance time.Both are related to the consumers' vital interests. For consumers who need to re-repair, the faster they get the machine, the better. Many people will think that international brands of after-sales service are naturally a behavior with high maintenance efficiency and fast processing speed, which must be higher than the maintenance standards of local small manufacturers, but in fact, the result is not the case.
overall performance in reception time is relatively good and there is no no reception for more than 30 minutes
After-sales outlet distribution map in this undercover visit
First of all, let us take a look at the waiting time, but before this, we will first explain to you a truth. The number of people waiting for maintenance at different times, different dates, different brands, and different outlets is different. We try to find a relatively reasonable reference range, So we limited the after-sales service area to near Zhongguancun, Beijing, with Zhongguancun as the origin, with a radius of within 5 kilometers. Because there are the most office buildings here, the most concentrated personnel are also involved in repairs. Secondly, we set the visit time of most dark between 10 am and 5 pm, and try to avoid the hour before opening and closing the door in the morning and evening.
Note: The business hours of most after-sales service outlets are from 9:00 am to 6:00 pm.
Mechanical Revolution is the fastest in reception and repair speed
·The first echelon of pre-sale maintenance: Mechanical Revolution, Thor, Acer, Dell
In the pre-sale maintenance reception part, the first echelon, Mechanical Revolution, Thor, Acer, and Dell four brand manufacturers, the waiting time of these four manufacturers is less than 5 minutes. First, let’s take a look at the Mechanical Revolution. Since the market sales of the Mechanical Revolution are relatively small compared to those of international large manufacturers, the repair rate is also low. During the editor’s undercover investigation, there was only one customer in the entire reception hall, and he entered the repair state when he entered the door directly. During this period, he did not encounter other customers coming for repair.
Acr after-sales service center maintenance personnel can quickly process the maintenance process
Thor computer after-sales repair point is equipped with two maintenance engineers
Thor and Acer are basically zero waiting . The Thor after-sales service repair point is located at the basement of the second floor of the underground building B of Dinghao Electronics Building, and has more than two maintenance engineers. All of them are repaired by front desk maintenance. Before the editing, only one customer repaired the Thor game notebook, so another engineer successfully received the editor. Acr after-sales service is located in the Science and Trade office building. Although there are maintenance personnel waiting in the house, the maintenance personnel still warmly welcomed the customers who came to repair. So in terms of waiting time, Thor and Acer performed very well.
In the first echelon, Dell after-sales repair center is equipped with a number pick-up machine
The operation of Dell after-sales repair outlet is the most formal . First, the front desk picks up the number from the number pick-up machine and enters the rest area to wait. There is only one customer coming to repair in front of the editor, and the waiting time for is not long, within 3 minutes. ends at this point. Although it is a certain chance to judge service efficiency from time to time, it can still be used as a basic reference indicator of non-importantness.
Lenovo after-sales service hall has a relatively complete repair and shopping experience
Asus hall is equipped with a TV and a relatively spacious seating area
Shenzhou after-sales center reception time is relatively short but the factory return to the factory for maintenance time
·The second echelon of pre-sales maintenance: Lenovo, Asus, Shenzhou
The brands covered by the second echelon include Lenovo, Asus, Shenzhou, and these three brands . Among them, only Asus manufacturer has a number pick-up machine and provides services in the order of number call . Although Lenovo has front desk guidance and reception staff, since the reception staff is handling other matters in the reception hall when the editor goes to repair, it has not received the editor. When Shenzhou was editing and repairing, the previous order customers still did not complete the machine pick-up service, so the waiting time was extended.But all three brands of are within the acceptable range of waiting for 10 minutes.
HP front desk receptionist is only one of the main factors restricting the maintenance time
·The third echelon of pre-sales maintenance: HP Mechanic
For the two brands with the longest waiting time, namely, the two manufacturers in the third echelon HP and Mechanic , although HP has a high level of after-sales environment and professionalism, it is not ideal in terms of waiting time. The main reason for is that there is only one business receptionist at the front desk, while HP's after-sales pressure is high. The editor of visited HP's official after-sales repair center in two times. also belongs to the same repair after-sales service outlet, so there are 3-4 people waiting for repairs on both occasions, while on-site service personnel can only be received one by one, which is a key factor restricting the waiting time. In addition, HP's second deduction is the disassembly of the hard disk data part. Because it has important data in the computer repair, the editor asked to retrieve the hard disk. The engineer took the notebook to the background for disassembly. The editor of waited for more than twenty minutes before getting the removed hard disk. Although the business operation is processed, it still delays a lot of waiting time.
The waiting time of the mechanic notebook after-sales repair point is too long on the right side of the picture. The Baixiubao personnel
. The mechanic is another situation. The editor enters the official after-sales service center of the mechanic. has more than twenty minutes. The official staff did not entertain the customers who came to visit, but the editor has been in a silent waiting process. After a simple check, the engineer took the notebook to the background for repair, and the repair process exceeded twenty minutes.
If the reception time cannot explain any problem, then let’s take a look at the maintenance and processing efficiency. As of now, when was edited and written (23:54 on March 13, 2018), a total of six major brands, Lenovo, Mechanical Revolution, Asus, Thor, Mechanics, and HP, have provided maintenance feedback and successfully completed the processing. Acer, Shenzhou and Dell are in a state of returning to the factory. The maintenance problem of Acer laptop is an exception. As for why it is an exception, we will give you a detailed answer later.
Mechanical Revolution Maintenance Engineer quickly discovered the memory slot contact point problem
Thor official after-sales personnel repair time does not exceed 30 minutes
Mechanic's notebook is also a cumulative time for on-site maintenance within 60 minutes
From the part that has been repaired, the maintenance efficiency of the Mechanical Revolution is the highest, and the maintenance process is basically completed within 10 minutes. Thor also adopts the on-site maintenance method, with the cumulative time of no more than 30 minutes. The mechanic uses on-site maintenance, with a total cumulative time of no more than 60 minutes. However, it should be noted that the mechanic's repair did not satisfy the editor, because the business method of stealing parts.
The three brands of Lenovo, Asus and HP are left to detect and process the machine. Lenovo completed the remediation process on the same day, with only 5 hours left before the remediation was sent. Asus's re-repair status is 3 working days, while HP's up to 5 working days.
Dell's door-to-door repair efficiency is higher than that of the repair outlet (the machine is delivered with home-to-door repair service)
As of 23:00 on March 13, Acer, Shenzhou and Dell have not received any withdrawal notices yet (15:00 PM on March 14th. The author received the call for Acer's maintenance to complete the withdrawal, but because the article was written in advance, it will be explained publicly here without affecting the normal article structure). However, due to the leak of the undercover video, some manufacturers have already notified the official after-sales service outlets. Therefore, on March 13, the editor received a call from Acer's official after-sales service outlets and informed the cause of the machine failure. At the same time, a special explanation was made on the extension of the repair. The service attitude on the phone was excellent. The situation here is highlighted that the machine failure of Acer laptops is different from that of other brands of machine failures. The touchpad part of the notebooks sent for repair is actually damaged and malfunctioning, which undoubtedly increases the difficulty of Acer's after-sales repair products.
, and other brands have no damage to the product hardware, only because the memory and power plug-in are loose. Therefore, we have expressed a certain understanding of the problem of Acer's lag in repairs. However, the two brands, Shenzhou and Dell, are slightly slow in repair time. However, Shenzhou and Dell are also different. Shenzhou War God laptop repair engineers use factory repairs, and the round trip time on the road takes 4 days. In addition to the official repair point warranty, the Dell laptop that the editor repairs also has Dell's thoughtful home-to-door repair service. and the official maintenance engineer also gave corresponding suggestions. suggests that we use Dell home-to-door service for repair. Generally, we can handle it in one working day or have results, but it will be relatively slow to place it in the official after-sales outlets. However, because the editor chose the store for the secret and uniformity of the entire undercover investigation. In terms of , Dell has more advantages than Shenzhou, and it at least gives us the right to choose.
·Phenomenon 3: On-site maintenance is more reliable than returning to the factory to repair?
Before officially starting the content of this page, the editor will tell you another story. The story comes from the famous allusion "Lüshi Chunqiu·Search and Site", which says that Confucius was trapped in a place between Chen and Cai (without food), and had no food, and had no rice in seven days. She slept there during the day, and Yan went back to ask for rice. After she got it back, she cooked the rice and it was almost cooked. Confucius saw Yan Hui grab the rice in the pot with his hands. After a while, the rice was ready, (Yan Hui) invited Confucius to dinner, and Confucius pretended not to see Yan Hui eating. Confucius stood up and said, "I just dreamed of my ancestors. I ate clean meal first before I gave them food." Yan Hui replied, "It's not like that. The carbon ash just drifted into the pot (dirty rice). It was not good to throw it away, so I grabbed it and ate it." Confucius sighed, "(In theory) you should believe in the eyes (seeing), but the eyes may not be trustworthy; you should believe in your own heart, and your own heart cannot be trustworthy. Remember, it is not easy to understand people."
This story tells us that hearing is false, but seeing is not necessarily true. Many people think that on-site repairs are under the noses of customers or are separated by a wall? Could it be that I will ruin my practice for me? You can't say it, you'll catch up by chance.
Mechanic's notebook screen was dropped in the repair center (the machine was not automatically judged and the warranty was processed)
After-sales maintenance personnel professional level scoring table
·The first echelon of professional level of maintenance personnel: Lenovo, HP, Dell, Asus
As of now, the repairs in most official after-sales outlets are within the normal warranty of the product. Except for one brand, that is, mechanics. The reason why the after-sales maintenance engineer refused to warranty was very simple, because the editor might have fallen a word, and it was determined that the notebook did not meet the quality assurance standards. It seems reasonable in terms of system, but in fact, the engineer did not conduct all-in-one troubleshooting of the notebook obtained by the editor, and even did not query the SN code, so he made such a hasty decision. The editor has explained the related maintenance issues in the previous article, so I will not repeat them here.
Lenovo maintenance engineer did back-end repairs
on the other hand, while Lenovo after-sales repairs did not detect all the faults on the spot, but it only took 5 hours for the product to be placed in Lenovo after-sales service, and the editor received a notice of withdrawal. Therefore, from a comprehensive judgment, needs to be analyzed in detail whether it is on-site maintenance or return to the factory for repair. It doesn't mean that repairing under your nose will not cause any problems.
Lenovo after-sales engineer fills out the repair form (dirty focus is blurred due to secretly photographing equipment)
From the perspective of maintenance confidence, the repair of international major manufacturers can still be equipped with standard process processing. This includes four manufacturers, Lenovo, HP, Dell and Asus, two of which are direct-operated after-sales repair centers, and two are authorized franchise forms. Standard process is not only about the store image, but also about the feedback on the entire repair mechanism.
ASUS official after-sales personnel carry out repair models for boarding
Lenovo repair feedback mechanism is completed in the computer repair system in the repair hall, and then it is printed out for customers to sign. All SN codes and detailed fault records of the machine are completed by the after-sales engineer. Similarly, since Asus is also a direct after-sales store, it is checked in the fault after being identified by the backend engineer and a formal maintenance notice is given for feedback.
Dell's official after-sales service adopts scanning code to load data on the repair machine. The efficiency is greatly improved
Dell is the smartest brand among all after-sales repairs. unexpectedly used a scanner to scan the bar-shaped QR code under the body. The system automatically loads the detailed information of the model, making the entire repair process very fast and convenient.
HP engineers first conduct a simple query and then the user will report online to
. HP uses the behavior of using the WeChat official account to fill out the repair form online after detecting the preliminary failure on site. Although this method is more energy-saving and environmentally friendly, it also increases the difficulty of repair for consumers to a certain extent. If the repairer is an elderly person or a consumer who refuses to use WeChat, he or she doesn’t know how to deal with this method. You can’t force consumers to register for WeChat on site. The behavior of repairing and draining public accounts is understandable, but it will inevitably cause disgust among some people. Although the after-sales service of
and above are unique in after-sales processing, they all meet standardized maintenance procedures. is also equipped with uniform dress for staff, anti-static bracelets, anti-static tablecloths, etc. It can be said that the level of international manufacturers in the after-sales maintenance standards is still very high. Although also has some room for improvement, overall, the flaws do not hide the merits.
Acer's official maintenance engineer service attitude is very good, but the hardware environment of the outlet is general
·The second echelon of maintenance personnel professionalism: five manufacturers: Mechanical Revolution, Acer, Shenzhou, Mechanics and Thor
The brands of the second echelon include five manufacturers: Mechanical Revolution, Acer, Shenzhou, Mechanics and Thor. Although Acer is a Taiwanese company, its product line and brand influence have gradually declined in recent years. And the level gap with Asus is getting bigger and bigger. It is worth noting that Acer does not have its own official direct-operated authorized repair points, and all use third-party authorized maintenance contracts, so the software and hardware of the entire repair are uneven. Moreover, the support for service outlet query by Acer's official website is not good. As of the time of writing by the editor, more than ten colleagues in the editorial team, using multiple browsers and even using VPNs, failed to open the repair outlet query page normally. also sends the repair machine and does not disassemble the hard disk, which will definitely increase the risk of user data leakage.
Mechanical Revolution Maintenance Engineers are relatively high in maintenance efficiency and professionalism
Mechanical Revolution Maintenance is actually beyond our expectations. In terms of Double 11 pre-sale service consultation undertaken by the Computer Business Department at the end of last year, the Mechanical Revolution ranked low due to the lack of response from pre-sale service personnel. However, during this undercover investigation, the engineer accurately found the problem of the machine through his keen observation and rich maintenance experience, but there is room for improvement in service enthusiasm.
Thor repair engineer takes the initiative to repair and report
In terms of professionalism, Thor after-sales engineer has a detail worth learning from all manufacturers, that is, when the maintenance engineer checks that the cable is loose, he personally takes a photo with his mobile phone, enters the repair backend to provide feedback to the manufacturer, and communicates with the backend maintenance engineer. The reasons and frequency of such problems occur, the editor's favorability for Thor's after-sales repair outlets will greatly increase based on this point. does not deny that the personal skills of each after-sales service outlet maintenance engineer is slightly different, but for the sense of responsibility, I want the Thor after-sales engineer who received the editor to have it. At the same time, when mentioned the Thor brand, the engineer was also very proud and admitted that Thor is now at the stage of going public, and it is developing very fast and the products are very good. It is rare for an after-sales engineer to praise the brand he serves and highly praise it.
Mechanic Repair has been mentioned at the beginning of this page, because the engineer replaced the screen and caused the screen to be broken. Shenzhou Computer's products are still in the process of repair. From the perspective of the after-sales outlets, it is only for the service reception desk, and all problems arising from after-sales service will be returned to the factory. Therefore, it is also listed as the second-tier brand.
horizontal comment summary: When the editor of
started writing an article, he did not realize that the article would be so long and 10,000 words long after-sales service review. I believe many people may not be able to read it, so I also marked the key information red for everyone to read. I don’t know if this article can be published normally, nor how long it will be published on the website, but at least, one thing I think is done is more correct, that is, using the standards set by myself to measure the status of mainstream PC after-sales service. At the same time, the most objective and truest experience is directly fed back to readers.
Of course, after-sales horizontal review cannot be absolutely objective and fair. Different time and place, different models, different after-sales service personnel, and different times will have different results, but there are absolutely problems found in the relative situation. As for how consumers measure it, it is a matter of opinion. For this article, I also hope that manufacturers can adopt an open attitude to improve their irregular after-sales behavior, so that consumers can enjoy better and more convenient services. Products and services are the cornerstones for increasing brand premiums, and I hope you think so.
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