Precision Peripherals Ltd prides itself on providing all of our customers with a quality service experience. Our ISO 9000:2000 accreditation means that all our service processes are monitored and evaluated by an independent organisation.
We service our contract and non contract customers in the same way. It has been designed to minimise printer downtime based upon experienced gathered from servicing and repairing printers for over 25 years.
Stage 1: Logging the Call
You can log a call via phone or e-mail and will receive a unique reference number generated by our specialised service management software, R2. You will have the ability to view the call as it progresses through our system in real time via e-mail updates and via your own unique webpage.
Stage 2: Problem Determination
Your call will then be passed to a call controller who is in charge of scheduling the workload of engineers within a certain geographical region. Depending on the service level agreement the call controller will either arrange for an engineer to visit that day or will pass the call for the attention of our specialised problem determination team. They will then diagnose the call to determine which parts may be necessary to repair the printer on the first visit. More information about them can be found on the first time fix philosophy page.
Stage 3: The Engineer Visit
If parts are needed then they will be ordered so that the engineer has access to them the following day. Furthermore, the call controller can send one of over 200 individual ship kits which have been designed to include all the most common parts that are necessary to ensure a first time fix.
When he is finished the engineer will update the call using his PDA. If you are ‘off site’ and choose to be notified by e-mail then you will know immediately when the engineer has completed his call.
Stage 4: Parts Progression
If the printer requires more parts then they can be ordered for next day delivery. If in the unlikely event we do not have the part in stock we can call upon our relationship with the major printer manufacturers to get one to you as quickly as possible. |
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