Highpoint Service Network

Highpoint Service Network Sdn Bhd

Acer's Official Service Provider

“Global Brand, Local Touch” – a philosophy that combines both global and local resources while focusing attention where it belongs, i.e. on the customer’s needs.

To stay fast and responsive, responsibility has also been delegated to Highpoint’s network of autonomous 16 branch offices located countrywide. These offices complete with Acer Customer Service Centers can be found at Kuala Lumpur, Subang Jaya, Penang, Ipoh, Johor Bahru, Kluang, Melaka, Seremban, Kuantan, Kota Bahru, Kota Kinabalu, Tawau, Sandakan, Kuching, Miri and Sibu.

Acer Services managed by Highpoint

Your Confidence, Our Commitment

Services

Prompt over-the-counter support services
Tollfree Acer Call Center (1800-88-1918)
Internet support via email ama.acercare@acer.com
On-site maintenance service programs
Systems upgrading services
Systems installation and integration services
International Travellers Warranty services for Acer Mobile PCs
Acer Extended Warranty Plan
Technical consultation

Total Commitment

Total customer satisfaction
Largest technical operations under one roof
16 Acer Customer Service Centers managed by Highpoint in Malaysia
Proven quality of support services
Winning partnerships with thousands of dealers countrywide
Fully-integrated, superior Wide Area Network (WAN) connectivity throughout Malaysia
Rapid turnaround time
Spare parts availability
Dedicated, highly-trained staff
Full support internationally
Acer’s price-performance excellence
Backed by Acer, a leading PC Vendor In Malaysia

About Highpoint Service Network Sdn Bhd

Highpoint Service Network Sdn Bhd (Company No. 183931-D) was established in 1999 with the corporate office located at Taman Perindustrian UEP, Subang Jaya.

Aims to be “The Preferred IT Service Provider” in Malaysia, Highpoint has spent tremendous effort in building its service infrastructure and manpower skills to ensure that Acer customers have full confidence in them, namely its support services, strength and commitment.

The network connectivity is further enhanced by fiber optic links deployed at each center, allowing real-time access to technical resources in Malaysia and with its overseas alliances.

The highly-skilled engineers at branch offices have at their disposal, servicing tools, diagnostic programs, testing equipment and spare parts to support all the equipment under their maintenance. Operations in various centers is controlled by a field service performance tracking system and consolidated in Highpoint headquarters.

To further upgrade the consistent level of Highpoint’s services and to implement standard procedures and approaches in its service operations, the management of Highpoint has set its sight and commitment to achieving the ISO 9000 certification in due course.

Currently, Highpoint has more than 100 employees countrywide and draws from a pool of talent, resources and facilities to serve dealers’ and corporate users’ needs. Highpoint is ever willing to invest in the latest key technologies and manpower training to positively contribute to achieving Malaysia’s vision to be a leading IT nation.

"Acer Customer Service Center" At Taman Perindustrian UEP

One Of The Largest Technical Support Facility In The Nation

Challenges Existing Customer Service Standards

With an unrivalled understanding of customer care, the most complete Acer Customer Service Center can be found at Highpoint HQ, Subang Jaya - notably the largest and most impressive in Malaysia.

Being the headquarters, the entire center, occupying an area of more than 20,000 square feet, is designed to accommodate the Service Center with on-site support team, Acer Call Center, Technical Support and Laboratory Group (including training facilities), Central Library, Repair Center and spare parts store (Service Logistics). This center also provides complete value-added technical services and support to its 16 branches countrywide.

Customer-centric Professionalism At Highpoint HQ

Highpoint is a convenient one-stop shop for carry-in services, providing Acer users direct and easy access to technical support and expertise. The center welcomes IT products carry-in for general servicing, maintenance, repairs or upgrades. It serves as one of the support locations around the world, servicing Acer Mobile PCs under the International Traveller’s Warranty.

To provide quick solutions, repairs and prompt attention for your computing needs, this Center has a 50-foot long Customer Service Counter – possibly the longest, instant IT service counter in Malaysia. This area is designed to allow patrons to observe the skillful engineers perform diagnostics and service, or modify computer systems.

Providing a highly personalized and responsive service, the pool of professionally trained engineers perform immediate trouble-shooting and minor repairs. Under the Acer Customer Service program, Highpoint’s objective is to provide a next-day service turnaround with maximum customer satisfaction. At least 95% of carry-in services to the center at USJ are resolved “on-the-spot”, meeting Acer customer’s needs right away.

Alternatively, customers are immediately advised if their machines require major repairs or upgrades that require more than two days to complete – there’s no time wasted for customers.

At the Acer Customer Service Center, diagnostics, trouble-shooting and remedial and preventive maintenance, including system repairs take place. Sophisticated electronic test equipment assures proper diagnosis and prompt action to repair any faulty parts or equipment.

The facility is also equipped with a Technical Laboratory to oversee implementation of strict quality standards, installation of components, burn-in tests, issuance of product test verification, certification of pre-launched hardware and software, and supervision of systems upgrading.

IT Support Services

Professional IT Consultancy

Highpoint expertise covers a wide range of IT-related services & IT solutions for customers. Customer can rely on its friendly technical advisor that will suit the specific requirements in their respective IT environment. Highpoint is capable to attend and repair most of the IT industry leading products as below:

Business/commercial PC, notebooks & netbooks
Intel/AMD based servers
LCD monitor & projector
Mono/color laser printers
Ink-jet printers (standard & all-in-one)
Network hubs, switches & routers
Computer hardware peripherals

In addition, Highpoint also provides outsourcing services to corporate customers and home users through its business partners which include:

Integrated access services
Networking Integration & Consultancy
ICT project management
Competency centre services
Call Centre Services
Storage Management
Disaster Recovery
Building of data centre
Network cable installation
Site inspection
Delivery & setup of IT hardware
Extended warranty services
User training & commissioning

Customer Walk In Service
Highpoint has made available with a unique service to customers, who wish to send in their faulty IT hardware to any of its 16 service centre for an over-the-counter inspection and on-time repair. This service is performed in front of the customers by service engineers, who are competent to explain the IT hardware problems and resolution available. This allows Highpoint engineers to have a better understanding of the customers' problem with the affected machines, which leads to a quick resolution. Most of the customers are able to return home with their machines repaired within the same day.

Dedicated Assistance

Highpoint supports computer users from corporate clients to small-office/home-office (soho) owners and home users. Highpoint implements preventive maintenance to customers who require reduced downtime, as well as standby services for mission critical IT infrastructures. Highpoint provides scheduler maintenance on a contractual basis for greater reliability on the service level. Its technicians are ready to assist you in an ad-hoc manner, if customer require attention but not covered by maintenance contract. Customers may also utilize Highpoint outstanding services for precise access to highly skilled resources following careful study and analysis of their IT requirements.

Remedial Services

Highpoint is committed on ensuring minimal interruption to customers' machines whenever it breakdowns. Engineers have availed a range of services to quickly rectify any problems reported by the customers, which made possible by its well stock of spare parts inventory.

Preventive Maintenance

Working environment cleanliness is one of the leading factors of hardware failure issue in every company. With Highpoint preventive maintenance, all moving components are thoroughly cleaned and lubricated during service visits. Hardware casing is opened and dust is removed from the motherboard and all system boards, while customers can select to have their machines checked for possible wear and tear. If any defects are detected, customers can decide to have the affected parts replace/service to prevent a potential breakdown.

Ad-Hoc Services

If customers do not have any service contract with Highpoint, they take advantage of our skills and expertise through our Ad Hoc services. Those customers require an on-site technical support to repair their hardware but not covered by any maintenance contract, Highpoint will provide a full range of ad-hoc basis services to meet customers' needs.

Standby Services

For customers whose run their business into extend business hours (before 9am or after 6pm) and required technical support, Highpoint can commit to a complimentary standby-service which will enable the customers to contact its' support engineers within the agreed support hours. This will ensure minimal interruption to customers' business with no waiting until next business day on site.

Outsourcing Services

IT infrastructure has become more and more important for each Enterprise, and IT increases its demand on reliability, availability and adaptability of each Enterprise. For an organization that needs to meet the demand of low IT operation cost, effective work and professional technical support synchronously, outsourcing services can help to reach better information construction and high application level.

Innovative Solutions

Integrated Access Management

Highpoint formulates solutions that are specific to the IT issue customers encounter and address their growing needs to provide comprehensive care on-time. From the basic support like upgrading graphics card to handle complex 3D-modeling and animation, to the advanced like designing secure integrated access to protect network integrity, customers will receive immediate and personal attention from Highpoint's highly qualified IT experts.

Network System Integration & Consultancy

Highpoint assists customers in planning, designing, organizing, implementing, executing and commissioning a new network infrastructure or current network environment. With a group of highly skilled network engineers, it offers a wide range of networking services. These services include:

Networking Consultancy

Highpoint provides consultation and architectural design to customers' needs and requirements and furnishing them with a comprehensive report on the current systems available which will assist in decision making.

Network Integration

Implementation of fully integrated network system for customers, to built/enhance integrated network security solution which simplifies network management and reduce total cost of investment.

Network Performance

Intelligent & end-to-end network management maximizes the performance of WAN/LAN bandwidth to serve maximum users and conduct more business over the Internet.

Structural Cabling

In network system, structured cabling is crucial, as failing can lead to disastrous results when trouble-shooting. Our professional support team provides services in structured cabling for customers to achieve high network availability.

IT Project Management

IT project management offers its own unique challenges to most customers. It includes:

Limitation of in-house support team on "technology know-how"
Short of delivery timeframe
Demands pose by end users
Limited budget for projects accomplishment
Geographical variant of site/branch offices

Highpoint's well trained and experienced support team provides customers with invaluable IT project management to ensure success in the implementation of customer's IT project. In addition, it has the equally trained support team based throughout the major towns in Malaysia to complement with its HQ. Therefore Highpoint is able to assist customers who are implementing IT project which required roll-out to all locations in Malaysia.

Key components of IT project management include:

Helping in define deployment strategy
Planning of implementation schedule
Coordinating with selected principal, supplier and user
Managing roll-out plan to meet targeted completion date
Reporting project progress to the management