Dell offers consumers on-site service

TO PROVIDE better after-sales service, Dell recently launched an on-site service that promises the “shortest” turnaround time.

Vincent Polido, MSI-ECS product manager-Dell Notebook Consumer Division, told Sun.Star Cebu that all Dell products with pre-installed Windows 8 platform come with an on-site service that is already available nationwide.

He said this new after-sales service is meant to quickly respond to technical concerns of their customers. He said this is the first time such a service is offered to consumers. Other companies offer this in the commercial segment.

Polido is in Cebu for a one-week roadshow at the SM City Cebu that will run until Feb.17. Dell is featuring their latest products all running Windows, from the ultra-thin category to entry level notebooks. The exhibit is in partnership with their gadget reseller, Thinking Tools Inc.

Although, Dell has no customer service center in Cebu, Dell retail account manager Pauline Villacastin said that with the new on-site system in place, customers can expect quick responses within 24 to 48 hours.

“Wherever you are, so long as you called us up regarding your Dell laptop problem, an on-site engineer will then be deployed to where you are to fix the problem,” she said.
Villacastin this is an added convenience to consumers, especially that not all technical problems can be solved over the phone.

Consumers need to call the on-site service at 1-800-1601-0062. The Dell technical support will then conduct a diagnosis and determine the problem. A Dell engineer on-site will solve the problem, she said.

As the company intends to reach out to younger markets, Polido said the company has kept their prices competitive and their products are now present in all price categories, from the entry level of P20,000 to high-end of P60,000 above.

Dell launched eight to 12 new models last year. This year, the company targets to introduce four to six models per quarter.

Polido also reported the notebook business is growing despite the proliferation of affordable tablets in the market. He said the notebook laptops are going to stay,
although the gradual shift to notebook with touch features will be a trend.

Polido said Dell will be launching new notebook model with touch features in the first quarter this year.

With all the innovations and affordable packages they are introducing to the market, Polido is confident they can increase the number of notebook units sold from 2,000 to 5,000 a month to 5,000-8,000 per month.