Behind the scenes
Damaged product? We’ve improved our service
7.2.2022
Translation: Eva Francis
Products always break at the worst possible moment. That’s why it’s important that warranty cases and repairs can be registered and processed as quickly and easily as possible. We’ve improved the «Returns, repairs and support» process in your customer account.
In the last months, we’ve been busy reworking the process of registering warranty claims and repairs in our online shops. This was necessary, as our former process often led to more questions than answers. We wanted to simplify it. We also wanted to respond more specifically to the individual problems of our customers and provide context-specific instructions – for example, by letting customers know that we can only repair mobile phones if they’ve been reset to factory settings. We had two goals: firstly, to make sure your service cases are completed as quickly as possible. And secondly, to take the load off our customer service team.
What’s been improved?
We launched our new registration process in January. If you’ve already been in touch with our aftersales team, you’ll notice that we’ve added a few steps to the registration process. However, it’s a lot more user-friendly:
The overview page now displays step-by-step instructions. It also includes all relevant documents and the prepared shipping label.
What’s next?
We’re planning more improvements, such as integrating your warranty and delivery damage cases into the process. In addition, we’re working on being more sustainable: in the future, we plan to use spare parts whenever possible
Stay tuned for more cool improvements our Development Team KickAss has in store for you!
How do you like our new process for registering service cases? What would you improve or add? Join the discussion in the comments!
Christoph Romer
Senior Product Owner
Christoph.Romer@digitecgalaxus.ch
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