Acer turns investment and experience into new business

Customer service has always been at the centre of Acer corporate strategy.  When choosing one brand over another, after-sales service is a crucial element that is assessed alongside design and build quality. Unlike many competitors who outsource this important asset, Acer has retained full control of its repair centres. The advantage of this is the ability to adapt to market flows, optimize repairs though maximum flexibility, and guarantee top repair quality.

The advantages of ownership
Experienced logistics, call centres and repair centres owned by Acer are synchronised to optimise repair chain procedures. This minimises unplanned operating and maintenance expenses:  products can be distributed to other repair centres to avoid bottlenecks at a single centre; out-of-stock spare parts are quickly shipped from Acer’s logistic hub in Poland or supplied by another service centre; Acer technicians can also move across centres to offer their expertise and support during peak periods. This flexibility leads to:

• average repair time between four and five days.
• repair quality is guaranteed, and each part is repaired according to the same criteria used by the repair centre where the PC was originally delivered.
• warehouse management is more streamlined and functional, minimising long-term storage.
• more personalised services by customizing the systems and processes to fit specific needs.
• more efficient solutions when issues arise, as the internal team of technicians is already familiar with technology, systems, and processes.
• more secure environment for customer data. By having a certified team of L1 professionals on staff, customers can rest assured that all data are safely and securely managed.

360⁰ coverage
Acer CarePlus warranty packages offer priority service, telephone support, and protection features, while extending the term of the standard warranty at the same service level and offering longer protection against unexpected repair or replacement costs.

• Standard Business Pack = On Site repair, International Travelers Warranty, Battery replacement, Media retention
• Deluxe Business Pack = On Site repair, International Travelers Warranty, Battery replacement, Media retention, Equipment Protection
• Premium Business Pack = Warranty time extension from two to four years, carry-in, Equipment protection, Priority repair, Quality repair service
• Acer White Gloves = Premium service that grants a high level of care and attention to detail. Customized to meet business needs, it can include device enrolment, software and hardware upgrades, priority and on-site repair, data wiping, data restore and backup.

Service as a sustainable business – the Enfinitec model.
Acer has founded Enfinitec and now offers white label repairs on numerous products, extending its range of services beyond IT. The business focuses on sustainability and responsibility, with the goal to expand into new markets and serve other sectors looking for recognised expertise in sustainable after-sales services. Established at the end of 2023, Enfinitec is now an independent European service company with more than 1,000 employees at eight locations in different countries.