In today’s challenging environment, where business life is more complex than ever before, you need reliable products that are easy-to-use, and support you can depend on.
Having a problem with a server, desktop or notebook PC can be an unpleasant and frustrating experience. Our highly skilled technical call centre engineers are here to help resolve any technical problems.
eSupport is the outcome of our major investment in a Customer Relationship Management (CRM) application, called Clarify. It delivers fully integrated online call logging and tracking, with a few clicks of a mouse. By providing a web portal for all aspects of Acer’s services, you see what we see. By tracking service requests and call escalations, you can create your own reports to track the quality of service received.
Expect An Answer When You Call
When customers dial the direct response number, an Acer support person based in Sydney takes total ownership of the technical issue to ensure speedy resolution of the problem. The Acer National Call Centre (ANCC) provides first level support to all customers via our toll free number.
Australia & New Zealand wide Repair Convenience
Established with the objective of achieving customer satisfaction through high quality repair services and fast turnaround times, the Acer Repair Centre is an Acer-owned facility.
Acer has also established a comprehensive network of “certified” Acer Service Providers throughout Australia and New Zealand. Certified Acer Service Providers adhere to a rigorous set of policies and procedures which ensure customers always receive a timely and high-quality service.
We understand our customers expect convenience as a mark of good service, Acer offers a 1 Year Courier Pickup and Return Standard Warranty for all Acer Aspire notebooks across Australia and New Zealand.
Server and Storage Solutions
We recognise the requirement for technical support availability for our Altos server and storage customers to extend beyond the typical working day and the need to ensure that support issues can be addressed immediately.
As part of our continued growth in the server and storage market and the strength of our after-sales service and support, we introduced a 24x7 hotline facility for all Acer Channel Partners and customers. This support covers customers regionally with 24x7 telephone support by Acer Senior Second Level support engineers.
Technical Support You Can Trust
The Technical Support Department (TSD) is a second level support facility with expert engineers who are skilled in all current operating systems. They are able to assist you with both the pre and post-sales support of Acer products. An important function of TSD is to assist in the development and preparation of customer’s Standard Operating Environment (SOE) Image.
Asset Processing Centre
The Asset Processing Centre (APC) provides inbound and outbound logistics and refurbishment services for end-of-lease/life, multi branded IT products. The Acer Asset Processing Centre provides a range of end-of-life solution services, including:
• Pick up freight management
• Provision of packaging materials
• Data wiping and sanitisation
• Asset and customer label removal
• Standard operating environment reinstallation
• Secure product destruction & disposal
• Testing and full asset reporting
• Resale or redistribution management.
