In addition to investing in technicians based locally in countries across Europe, Hanwha Techwin Europe has also recruited a team of multilingual technicians and logistics experts who have been highly trained to provide advice on all products within the company’s wide range of video surveillance solutions.
“We know that having innovative, feature-rich cameras, recorders and software that can provide installers, system integrators and end users with a competitive edge isn’t enough,” said Bob Hwang, managing director at Hanwha Techwin Europe. “In order to achieve our ambition of being the market leader, we also have to offer outstanding pre- and post-sales support services. This includes efficient fulfilment of orders, RMAs and repairs, as well as offering Hotline telephone support for any customer who needs a rapid response to a technical query.”
Hwang continued: “The ongoing investment in our future by our new parent company means that we’ll continue to expand our Customer Service Team in line with demand and, in the process, work more closely with our customers. We’re endeavouring to continually improve in everything we do, and that’s why all requests for technical support, RMAs and repairs are recorded. These are key learning indicators which we can analyse and use as part of our product development cycle to ensure that our cameras and recording devices are the most reliable products on the market.”
A facility in Holland, which provides a base for the Hanwha Techwin Europe multilingual team of technicians, also houses a repair centre which is enabling Hanwha Techwin Europe to consistently fulfil its commitment to a five-day turnaround on repairs if a fault develops. This is complemented by an Advanced Replacement service which is designed to provide installers with the assurance that they can repair a video surveillance system at the earliest possible opportunity.
Hanwha Techwin’s video surveillance products have proven to be highly reliable which is why the company confidently offers a full three year warranty. Nevertheless, it’s appreciated that, when a problem occurs, it can be frustrating to have to wait until a faulty product has been assessed before a replacement is supplied.
The Advance Replacement service means that, if a product develops a fault during the first year of its three-year warranty, a replacement will now be dispatched to a specified address within 48 hours of the request being received.
Customers who are part of the Hanwha Techwin STEP Partnership Programme can take advantage of the Advance Replacement service for up to two years of a product’s three-year warranty.
The facility in Holland is also the company’s main European warehouse. Staffed by logistics experts, it’s actively ensuring that the company can deliver all in-stock orders to anywhere in Europe within three days.
“Our ongoing investment in customer service is enabling us to react quickly and effectively to a wide range of pre- and post-sales demands,” concluded Hwang. “Our distribution partners, for example, occasionally need to fulfil large orders which have not been forecasted. By working in harmony with colleagues in our manufacturing division, we’re consistently succeeding in delivering at least 90% of the products required for each of these orders within two weeks.”