On the eve of March 15, 2018, Zhongguancun Online Computer Division conducted a one-month after-sales survey, mainly involving brands including Lenovo , HP , Dell, Asus, Thor, Mechanics, Mechanical Revolution , Shenzhou, Xuanlong , and Acer's top ten brands. The survey is divided into two parts: online survey and offline visits, and the reception performance, service quality and efficiency are comprehensively scored, with a full score of 100 points. This survey conducted a survey with fairness, objectiveness and impartiality. We have actually shot all offline visits, and there are video contents for verification, and the reported content is not recharged and bought. If you have any objections to this report, please contact the relevant marketing department of the company for feedback.
Secretly visit Acer laptop after-sales service—promising to protect hard disk data
Acer: The reception room is not neat enough, and the service staff has a correct attitude
With the reshuffle of the PC industry, the new PC manufacturers have made rapid progress, and Acer has gradually withdrawn from the first queue, which is a pity. During this undercover investigation, in order to ensure the normal progress of the undercover investigation, the time to arrive at the Acer repair station is between 14:00 and 15:00 pm. At the location, the Acer store is close to the elevator of the building. On the road, we can see two or three customers and maintenance personnel transporting supplies coming and going.
undercover brand: Acer
outlet: Beijing Softs Science and Trade Service Station
Address: 15th Floor, Science and Trade Electronics City, No. 18 Zhongguancun Street, Haidian District, Beijing 15th Floor, 15th Floor, Science and Trade Electronics City, No. 18 Zhongguancun Street, Haidian District, Beijing Contact number: 010-62685711/62685712
Fault description: 1. The dual memory slot is loose; 2. The battery cable is loose 3. The touchpad is real and physically damaged
During this undercover visit, we visited a total of ten after-sales service centers. From the store size, the outer hall reception room of Acer's repair location has an actual area of 15 square meters, ranking behind the ten after-sales centers that were undercover.
After-sales repair point address
After entering the after-sales outlet, you can see that the outdoors of the Acer reception store of can be seen with relevant qualification authorization documents posted on the interior walls. The ACER logo is also clearly marked on the internal walls. The brand awareness is relatively clear. The outer hall of reception has a total of two swivel chairs placed on the outside of the counter. The other side provides a small sofa, and the overall reception capacity is limited.
In terms of environment, Acer after-sales service, there are certain problems with the cleanliness of the house. There are some stains on the walls and a lot of debris are piled up on the ground. The ornaments, sofas, and fish tanks used to decorate lack sufficient cleaning and maintenance. A large number of empty water dispenser buckets are piled up on one wall.
Acer laptop after-sales outlets real shots
Acer official after-sales overall scoring table:
Acer's comprehensive after-sales score is 52 points
Acer's reception process does not have the concept of ranking. The reception staff just consciously arrange order based on the customer's conscious arrival. After the author waited for about 5 minutes, the service staff communicated with the author for a fault, and did not conduct fault detection. They directly filled out the warranty form and carried out the warranty.
In order to check the professionalism of after-sales maintenance personnel, the machine was handled accordingly before this undercover investigation. After preliminary observation, the after-sales maintenance personnel determined that the machine might not be able to power on, but did not propose further diagnosis when dismantling the machine as soon as possible, but instead focused on the replacement and exclusion of external DC power supplies.
Acer staff said that the computer sent for repair is too expensive
cannot be tested in depth as soon as possible. It takes several working days to check
In addition, Acer staff said that the computer sent for repair is too expensive and cannot be tested in depth as soon as possible. It takes several working days to check, and there is a high probability that it will return to the factory directly and extend the maintenance cycle. After learning more about , when the author raised concerns about the security protection of the hard disk data during long-term maintenance, Acer did not remove the hard disk after sales to the customer to save, giving the customer a guarantee that it would never lead to data loss.
Acer did not remove the hard drive and left it to customers to save it. It gave customers the guarantee that it would never lead to data loss
would not disassemble the hard drive. In my opinion, this is somewhat inappropriate. Although the overall design of this machine is too cumbersome and high-risk for hard drive disassembly, with the development of technology today, data leakage has become a problem that we cannot ignore, and Acer's after-sales move is inappropriate in my opinion.
Acer repair service order
After 6 working days, the author received an after-sales call from Acer, saying that the machine has been repaired and can be retrieved. However, due to the real physical failure of the entire machine trackpad, this repair time seems to me to understand and belongs to the normal category. In addition, during the entire contact process, Acer's staff was relatively neutral, with a gentle tone, focusing on the operating status of the machine itself, having sufficient patience when asking about relevant situations, and not having clear inducement behaviors for customers, which is very rare in my opinion.
Unexpected visit summary :
In summary, Acer's after-sales service process is in line with the general model of large enterprises. It put forward the correct direction in terms of discovering problems, but its thinking is conservative in solving problems, with long-term inspection and maintenance as the leading idea. The objective conditions of Acer's repair store still have room for improvement. For example, the staff did not wear special anti-static bracelets when disassembling the machine, nor did they place anti-static table pads on the desktop.
In addition, Acer still has room for improvement in service enthusiasm and unity, such as adding guides and maintenance personnel to wear uniform work clothes. In fact, this is the best way to cultivate awareness and user favorability.
In general, Acer still has a lot of room for improvement after-sales service. Although the maintenance time of this experience is long, there is no phenomenon of cheating consumers during the entire maintenance process, but there is still a lot of room for improvement.
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