Acer to expand support to 600 Indian cities

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Acer to expand support to 600 Indian cities

The PC maker says support is a very important factor for customers today

Akanksha Prasad

Monday, August 31, 2009

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BANGALORE, INDIA: Understanding the increasing need of quick service and support for both businesses and individuals, PC companies are ramping up their offerings. While Dell recently opened its first customer services store, Acer is all set to cover around 600 Indian cities with the offerings.

The Taiwanese vendor plans to open 150 stores before the end of this year, and also introduce new services. It is also hoping to woo some of the government and educational deals, by boosting their nation-wide presence.

Speaking to CIOL, Sudipto Ghosh, chief customer support officer, Acer India, said that today support is a very important factor for customers.

"We consider technology, price and support as the three key benchmarks for this business. A lot of PC companies formulate their market strategies based on customer service support, as it plays a big role in customer retention. This is our endeavor to reach more and more customers, with all possible ways to further cut down the turnaround time," he said.

According to Ghosh, a lot of government departments, especially in BFSI and education segment, prefer a company that can support them in all locations. Giving examples of Indian Bank, Gujarat and Andhra Pradesh governments, he said, "We could get these project orders because of our wide-reach in those regions.

Acer today announced to open around 50 Acer Customer Service Center (ACSC) and more than a 100 Authorized Service Provider (ASP) stores. An ACSC is a franchisee service center. It is carry-in center where the customers can submit the faulty material. ASPs are the on-demand service providers, who get leads from the company to visit the site.

"When a customer calls up to our toll-free numbers, their address is forwarded to the nearest service provider who provides on-site service. Our centers will now remain open on Saturday and Sunday as well for the working customers," he added.

Acer has tie-ups with two call-centers, namely RT Outsourcing and Team Computers, to provide assistance to the customers over the toll-free number provided by the company. While RT Outsourcing handle the notebook division, Team Computers answer to the desktops related queries.

In addition to the toll-free number, the company has plans to launch a chat and SMS service, where customer can chat with the technical representative of the company or even send an SMS, which will be again routed to the nearest ASP.

It has also launched an online docking system, where the customers can login anytime to check the status of their product.

Ghosh explained, "We have deployed CRM module – titled Clarify - provided by Amdocs to streamline the entire process. This will bring more transparency in the system, and help companies know about the status of their products, anytime. This will help the IT departments of companies in submitting performance reports to their company.

©CyberMedia News

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gaurav pathak said on 12/4/2009 11:09:20 AM:
Hi Sourav, Thgis is gaurav, and this is regarding serious problems am facing with my ACER 4736, further added by Acer service and support staff. I purchased my laptop from Reliance digital on October 15, 2009, to begin with sound was too low, LAN was not workin, one key broke off. I took it to your lajpat nagar service centre in Delhi, they told me the fault is with mother board, after a weeek approx, was called to pick mu laptop, once i reached was told that windows vista has got corrupt, also no attention was paid to broken key. I seriously am very upset and disappointed, and also repenting buyin an Acer. hope you can help me out. My query no is: 112709-34

to gaurav pathak

Rajan Mehta said on 9/19/2009 3:02:12 PM:
Why has Acer provided contract to RT outsourcing since they have not paid almost 150 people for last 4 months and it is surprising reputed companies are providing new business to them.

to Rajan Mehta

Collapse <div runat='server' id=div19480 class='CommentsContainer'><span class='commentsFrom' style='float:left;'>BN Gundu Rao said on 8/31/2009 3:54:16 PM: </span><br/>I am a senior citizen and bought Acer 453o notebook in the computer mela held at Shiksakara Bhavan during Oct. 2008. Sofar, I do not have any complaints. I am staying at Basavanagudi in Bangalore. The present Acer centres are far away from my place. It will be convenint, if an authorized service is set up in the Gandhibazar area. Please indicate your toll-free numbers.<div class='CommentLineContainer'><input type=button onClick='showModal(19480,ctl00_ContentPage_ThreadedComments1_txtPid);' value='Reply'/> to BN Gundu Rao </div>

BN Gundu Rao said on 8/31/2009 3:54:16 PM:
I am a senior citizen and bought Acer 453o notebook in the computer mela held at Shiksakara Bhavan during Oct. 2008. Sofar, I do not have any complaints. I am staying at Basavanagudi in Bangalore. The present Acer centres are far away from my place. It will be convenint, if an authorized service is set up in the Gandhibazar area. Please indicate your toll-free numbers.

to BN Gundu Rao

Collapse <div runat='server' id=div19568 class='CommentsContainer'><span class='commentsFrom' style='float:left;'>Sourav Ganguly said on 9/2/2009 9:11:21 AM: </span><br/>Dear Mr Rao,
Thanks for sharing your views. Our toll free number for notebook support is 1800116677 or 180030002237.
Please contact me for any further help required.
With Regards
Sourav Ganguly
Acer India Pvt Ltd,Blr
080-40708600
09343217844<div class='CommentLineContainer'><input type=button onClick='showModal(19568,ctl00_ContentPage_ThreadedComments1_txtPid);' value='Reply'/> to Sourav Ganguly </div>

Sourav Ganguly said on 9/2/2009 9:11:21 AM:
Dear Mr Rao, Thanks for sharing your views. Our toll free number for notebook support is 1800116677 or 180030002237. Please contact me for any further help required. With Regards Sourav Ganguly Acer India Pvt Ltd,Blr 080-40708600 09343217844

to Sourav Ganguly

Tarun Bhatta said on 10/19/2009 12:49:09 PM:
Dear Mr. Saurav, I purchased a laptop (Acer 5738 G) from M/S Cellucom Retail India Pvt Ltd, S-120, 1st Floor, Sahara Mall, MG Road, Gurgaon-1, on 12 Sep 09. 2. For the last five days, I’ve been observing that the battery of the laptop is not charging and the battery indicator showing NIL charge. On pointing the cursor on the battery icon, it shows, “plugged in but battery not charging” . With normal AC adopter, the laptop is otherwise working. Contacting your CC at Delhi is a pain. No one responds...or are on holiday. Can you please help in forwarding my complaints to the concerned people? Thanks.

to Tarun Bhatta

Sourav Ganguly said on 9/2/2009 9:11:24 AM:
Dear Mr Rao, Thanks for sharing your views. Our toll free number for notebook support is 1800116677 or 180030002237. Please contact me for any further help required. With Regards Sourav Ganguly Acer India Pvt Ltd,Blr 080-40708600 09343217844

to Sourav Ganguly

Acer India said on 10/8/2009 4:27:17 PM:
Dear Sir, Thank you for contacting acer , Please contact our support call center at the toll free # 1800-11-66-77 from BSNL/ MTNL landline numbers and at the toll free # 1800-3000-2237 from Reliance land line , mobile numbers/Airtel landline numbers . You may also reach the support call center from non-BSNL/ MTNL land line numbers by dialing 011-26383170 / 011-26383175, however such calls will not be toll free. The call center is operational from 9 am to 6 pm Monday to Saturday except public holidays. Alternatively you can also log your call through SMS service by sending your name, laptop serial number and brief problem description at 9901676677. The call center technical support agent will get back to you. Assuring you the best of our services all the time. Please do revert for any further clarifications. Thanks & Rgds, Sudhin

to Acer India

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