Etisalat Cell Phone-Mobile-News
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Enhanced BlackBerry Handsets after Sales Support |
As part of the efforts to enhance Etisalat’s customers experience when it comes
to after sales support process for Etisalat Blackberry devices, we are
announcing the appointment of a new support partner Technocare who would
be replacing i2 with effect from 15th February, 2009.
Technocare is a leading provider of after-sales-services for mobile
phones in UAE and the
Middle East
region.
The new process supports three different scenarios to guarantee enhanced
customer experience and higher level of satisfaction
Scenario 1: Etisalat Customers Purchasing devices from
any of our Key Retailers
Scenario 2: Etisalat Customers Purchasing devices from any of
Etisalat Business
Centers and Outlets (whether over the counter or delivered to his location)
Scenario 3: Business customers who have a BES (BlackBerry Enterprise
server for Microsoft Exchange and Lotus notes) server from Etisalat.
Description of the New Etisalat BlackBerry Device support process
1.
Customers who
have purchased an Etisalat BlackBerry smartphone in any of the three scenarios
and faced any fault in the device will have to call 101 or 800 9111 (for
Enterprise Customers only) to register a complaint and get a fault ticket.
No servicing will be provided for Etisalat BlackBerry devices unless the
customer has a fault ticket from 101 or 800 9111 (for
Enterprise Customers
only)
2.
Etisalat 101 or
800 9111 Highly trained and dedicated BlackBerry support team will make sure
that the problem is not a configuration problem or a service problem and for
software problems may also attempt to solve them over the phone, (for BES
customers only the IT administrator can call to raise a fault).
3.
Once the problem
is identified as a hardware problem the BlackBerry support team and based on
where the customer has purchased the device will guide him to one of the
scenarios mentioned below :
For drop off points for scenario 2 please visit product net for details
http://www2.etisalat.corp.ae/ProductNet/Services/DisplayService.asp?serviceId=1908&subTitleId=1788
4.
After the
devices have been collected by Technocare it would take 4 working days(not
including the drop off/collection day) to repair and return back the device. For
software issues related to the device the issue would be resolved at the service
center immediately and device returned to the customer.
For Business Customers, if the device is under warranty and has a hardware
issue, it would be replaced immediately on site. For faster response Business
customers can also drop off the device at the Technocare outlets
For other scenarios, the customer would have to pick up the device from the
location the device was submitted for repair after receiving a notification for
collection.
5.
For all
scenarios if the device is Out of Warranty and is within 24
months from date of purchase, then for any hardware issues the customer
would be given an option to get an equivalent Brand new Blackberry device for a
payment of AED 800/-
6.
Once the devices
have been collected by the customer, 101 or 8009111 will call back the customer
to confirm the receipt of the device in working condition and would collect
their feedback on the support provided and hence close the fault ticket.
Warranty Policy for BlackBerry Smartphones
• Warranty period for the device is 12 months
• Warranty period for the battery is 90 days
• Warranty period of all other items in the box are 7 days (earphones, etc.)
NOTE: PROOF OF PURCHASE IS REQUIRED TO VERIFY WARRANTY PERIOD
For more details visit product net.
http://www2.etisalat.corp.ae/ProductNet/Services/DisplayService.asp?serviceId=1910&subTitleId=1788
