Western Digital Refurbish Service Approach For Improved Customer Experience

Western Digital Corp has announced a refurbish in their service policy for improving the consumer experience, decreasing turnaround time (TAT), offering a more complete and extensive coverage, and adding value to channel partners.

Western Digital is refurbishing its service policy by providing consumer support through diverse 25 + 50 service locations across the country. 25 of these are Over the Counterpoints (OTCs), equipped with essential infrastructure and skilled workforce to make sure product(s)/ drive(s) authentication and offer an On-spot substitute for end consumers.

Rest 50 are drop points that give customers with faulty product(s)/ drive(s) flexibility to drop their units and get the alternate product(s)/ drive(s) dispatched to their communication address as per the applicable timeframe. Replacements are subjected to the faulty product(s)/ drive(s) passing necessary authentication and other applicable criteria.

The procedure begins when a customer with a faulty product calls the helpline or make an online request. An RMA is generated and the customer is informed/ or find online of an OTC/ drop point near their convenient location.

Once the customer approaches the convenient OTC/ drop point and submits the faulty product(s)/ drive(s), necessary authentication and visual inspections are conducted. Once the product(s)/ drive(s) passes the applicable conditions and are substantiated as a failed/ faulty product(s)/ drive(s), a replacement is offered immediately basis the available inventory at OTC facility.

In case of drop points, the customer is provided information on the Turn-around time (TAT) and the replacement product(s)/ drive(s) is then dispatched to the customer’s provided communication address.

Khalid Wani, Managing Director Sales, India, Western Digital Corporation, commented that India has forever been a centre market sector for the company and their endeavour has always been to increase the customers’ satisfaction levels. And with this service revamp they are trying to make the customers’ experience more flawless and comfortable.

With flawless system amalgamation among a variety of customer touchpoints, Western Digital aims to diminish processing time and develop information accuracy, amounting to shorter lead-time and higher customer fulfilment. Installed over three phases, all of these OTC and drop point facilities are operational as of the date and first-hand feedback from the customer has been highly encouraging.