With the aim to offer seamless system integration among various customer touchpoints, reduce processing time and improve information accuracy, US-based storage firm Western Digital said that it is revamping its service policy. The new policy will enhance customer experience, reducing turnaround time (TAT), providing a comprehensive and widespread coverage, and adding value to channel partners, said Western Digital. Under the new policy, now company will offer customer support through 75 service locations across the country. Around 25 of these are Over the Counter points (OTCs), equipped with necessary infrastructure and trained work force to ensure products authentication and provide an on-spot replacement for end consumers, said company.
While other 50 are drop points that offer customers with faulty products flexibility to drop their units and get the replacement dispatched to their communication address as per the applicable timeframe. Replacements are subjected to the faulty products passing necessary authentication and other applicable criteria, said Western Digital.
The process commences when a customer with a faulty product calls the helpline or generates an online request. An RMA is generated and the customer is informed/ or find online of an OTC/ drop point near their convenient location. Once the customer approaches the convenient OTC/ drop point and submits the faulty product(s)/ drive(s), necessary authentication and visual inspections are conducted.
Once the products passes the applicable conditions and are substantiated as a failed/ faulty products, a replacement is offered immediately basis the available inventory at OTC facility. In case of drop points, customer is provided information on the Turn-around time (TAT) and the replacement products is then dispatched to the customer’s provided communication address.
“India has always been a core market segment for us and our aim has always been to boost our customers’ satisfaction levels. This service revamp is our attempt to make the customers’ experience more seamless and comfortable”, says Khalid Wani, Managing Director Sales, India, Western Digital Corporation.
With seamless system integration among various customer touchpoints, Western Digital aims to reduce processing time and improve information accuracy, amounting to shorter lead-time and higher customer satisfaction. Installed over three phases, all of these OTC and drop point facilities are operational as of date and first hand feedback of the customer has been highly encouraging.