July 16, 2019

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3Com South Africa takes support in-house

by Stuart Wilson, Monday 26 January 2009

Networking vendor 3Com has taken its post-sales warranty support service back in-house in South Africa. The company reckons that its new streamlined post-sales warranty support service is in keeping with its group-wide strategy of improving customer services by getting closer to end-users.

“We’ve taken this service back in-house so we can gain first-hand insight into our customers’ relationship with us and the products that are part of their vital networking solutions,” said Trish Simpson, 3Com’s channel manager in South Africa.

At an EMEA level, 3Com is pushing towards improved logistics and better internal communication. Customers in Africa – a fast-growing market for 3Com – can now directly contact the EMEA call centre to request a replacement 3Com product. Customers requiring product replacement under warranty are supplied from 3Com’s centralised European hub, and those with a service contract for either four-hour or next-business-day response, receive their spares directly from storage centres in either Johannesburg or Cape Town.

“Since we launched this new process at the start of the year, our customers have found the toll-free number and the online support tools for logging their requests and tracking progress much more convenient and efficient,” Simpson added. “This new approach offers improved levels of service and support, and a better experience for 3Com customers.”

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