Acer’s success depends on the trust that customers place in us. Ever since its inception, Acer has given its highest priority to quality in all aspects of its operations; from product design to manufacturing to after-sales service, we steadfastly offer our clients innovative products and reliable services and honoring regulations and statutes enforced in different areas around the world accordingly.
We at Acer firmly believe that our “quality in everything we do” approach has helped us gain considerable competitive edge in the market. We work proactively to understand customers’ needs and constantly introduce products that are better and easier to use. Our aim is to provide customer services which meet or exceed the expectations of our customers and create greater value for them.
Customer Service Systems and Mechanisms
Acer Group Service Model
The Acer service network is made up of Acer's directly controlled service centers and authorized maintenance centers. We have set up many maintenance centers worldwide and cooperate with authorized service centers in required areas. The four features of this service model are:
Hybrid model- Both self-owned and affiliated telephone customer services and maintenance centers
Self-owned IT systems: "One company, one system"- provides seamless, real-time links between all service units.
Spare parts logistics Central and local inventory managed by a single system- We have set up spare parts centers on five continents in response to the customer demand for maintenance services.
Multiple brands- Meets the brand requirements of specific customers around the world.
In 2015, there were no major cases in which Acer violated laws and regulations with regard to products and services.
Multiple Service Channels
We are devoted to helping customers understand our product features and services and to using a variety of methods to understand customer requirements. Acer customers can contact us at any time and provide comments and suggestions through any one of the channels listed below.
Network download and support services
Telephone services support center/technical support
Acer-managed service centers
Authorized service centers and professional maintenance companies
International travelers warranty service centers
Acer Web Master (procedures and mechanism for handling customer complaints)
Face book and Acer community
Customer Service System
A good system is the basis of customer service activities. In order to further improve customer service quality, we developed the Acer Customer Service System (CSS) to centrally manage Acer's directly-managed service centers, authorized service centers, professional maintenance companies, telephone service support centers, spare parts planning and warehouse management as well as managing customer interactions though the network. This system will help us improve maintenance schedules and quality.
This system is already online in Europe, the Middle East, Africa, Asia-Pacific, and the Americas, with a dedicated system for the China and Taiwan regions, providing customers around the world a better quality of service.
Data confidentiality assurance is a top concern for both customers and the general corporate clientele when they send their computers for maintenance work. Acer has made that its priority as well. In Acer’s Standards of Business Conduct, we have required that our employees be utmost discreet in protecting all the classified data and exclusive information entrusted to us by our clients. Individual information use is limited to specific, applicable objectives only. Acer also acts in accordance with all the regulations and corporate mandates to protect private information.
At Acer, all our service engineers have signed a non-disclosure agreement. Prior to any actual repair, our service staff will provide the customer with a maintenance service list, giving the customer a clear idea of the extent of the repairs; as such, improper or “hidden” fees are avoided. The customer, as well, can decide whether he wants to retain personal information on his computer, delete it, or take out the hard drive prior to maintenance, thereby preventing confidential information from being compromised. These watertight measures help to improve customer privacy. Besides, Acer adopts responsive measures in the following three categories.
Clients Data Privacy Protection
Data Security Technologies Included in Products
We at Acer continue to update data security technologies in our products. We assist our clients in controlling their data via both hard-/software installations.
Data Encryption during Repair and Routine Maintenance
Engineers staffed at all the service centers are asked to sign a nondisclosure agreement, and would present a list of service items to buyers for verification, to ensure watertight privacy protection for Acer’s customers.
Customer Satisfaction Survey
Acer conducts customer satisfaction surveys to obtain feedback and make improvements to our products and services. These surveys take two forms. The first of these is focused on single product lines, such as Acer America’ s surveys on the e-sports focused Predator line, enabling us to better understand the specific suggestions and level of satisfaction customers enjoy with regard to a particular line, facilitating follow-up and improvements. Thanks to such feedback, in 2015 we were able to launch 15-inch and 17-inch Predator notebooks to rave reviews from consumers, who praised the overall performance, screen design, and button layout; e-sports gamers also praised the button spacing and depth. The Predator X34 monitor was also well reviewed by Techspot, with its 21:9 aspect ratio and curved screen creating a new experience for gamers.
The second kind of survey focuses on customers’ questions regarding our products and is carried out as after-sales follow-up evaluations and surveys, including questioning customers who have made use of service centers or telephone tech support. The aim of these is to ensure customers’ needs are met, and the feedback gathered through such surveys has proven a valuable source of continued improvements to Acer’s operating procedures. Once that feedback is analyzed, relevant units can be properly notified of any issues, develop improvement plans, implement those plans, and follow up on their results. In aggregate, our survey results show high global satisfaction, with positive customer evaluations accounting for 94.36% of total evaluations.
Global Customer Satisfaction Survey
Online Education and Training for Employees and Partners
To facilitate our worldwide customer service staff’s provision of the best customer advice and assistance, we established an online learning system (Acer E-Academy) in 2009. This system provides professional training in new products, resolution of common product queries, customer skills, and standard processes to front-line customer service employees and operating unit employees, including an online evaluation after the course has finished. Currently, Acer E-Academy provides 444 online courses, with more than 7,700 employees and partners around the world gaining access to the latest product information through this system, equipping them to provide better customer service.