Comtek pushes European RMA service
by Stuart Wilson, Tuesday 3 March 2009
Comtek Network Systems will offer its regional return material authorisation (RMA) service to overseas vendors, providing them with a range of administrative, logistic and technical services to manage the process of replacing in and out of warranty hardware products across Europe. Comtek has set up three European RMA and repair facilities and reckons that third party vendors can cut costs and improve the speed and efficiency of replacing hardware kit by using its service.
Comtek offers a pan-European service out of its four facilities located in: Deeside, Reading, Amsterdam and Frankfurt. The centres are operated by 90 staff including 40 engineers with expertise in network and communications hardware, backed up by multilingual skills in 22 languages.
Services offered to vendors include product customisation to ensure conformity with local European legislation, online product tracking systems as well as warehousing of spare parts, product diagnostics, testing and repairs, warranty handling systems as well as the environmentally friendly disposal of end of life products.
Jim Blastos, VP operations at Vocera Communications, a customer of Comtek, said: "We initially contracted with Comtek to help us comply with European legislations for our wireless communication products. They created an online tracking system to verify warranties and register and track products in the RMA process and act as the intermediary between our US offices and European distributors and customers. We are extremely satisfied with the system which has had a dramatic impact on turn around times for RMA claims, reducing the cycle from 7 to 10 days down to 2-3 days."
Askar Sheibani, CEO at Comtek, said: "We are seeing increased interest from hardware vendors in outsourcing the RMA and repairs process particularly in the current economic climate. Many vendors are looking for ways to enhance customer service and minimise costs. Our service offers a swift, efficient means of dealing with faulty products to minimise the burden on the channel and offer a speedy and efficient resolution for end users. Our service draws heavily on Comtek’s twenty year track history of technical repair excellence in the networking and communications market."
Comtek’s engineering facilities repair hardware from manufacturers, including Cisco, Extreme Networks, Juniper, 3Com, Nortel, Foundry and its technical proficiency enables it to repair and support both current and legacy hardware. Comtek sells and rents re-certified network hardware and its customers include system integrators, maintenance and support providers, distributors, end-users, government departments, resellers, and manufacturers. Comtek has service centres located in England, Wales, Germany and Holland.