Toshiba and UPS join to set new standard for US laptop repair

The Digital Products Division of Toshiba America Information Systems, Inc. and UPS have announced a new laptop computer repair process designed to reduce turnaround time for customers to four days or less.

The move is part of a wide-ranging customer service initiative by Toshiba designed to raise the bar in the highly competitive PC market. Toshiba expects to build customer loyalty as its customers recognise that if they ever do have a problem with their laptop, downtime will be held to an absolute minimum.

While improving customer satisfaction, Toshiba expects to save millions of dollars by streamlining its service operations and gaining better inventory visibility by using UPS’s information technology. The computer maker also expects to gain valuable data about product performance that will help improve future product design and manufacturing.

“This move is an industry first that will streamline our service and support efficiencies and give Toshiba an edge in the fiercely competitive PC market,” said Mark Simons, vice president and general manager for Toshiba’s Digital Products Division. “With this program, we are way ahead of the competition in terms of efficiencies and quality and our customers are the ultimate beneficiaries. It will eliminate multiple transportation steps, centralize parts and repairs, and reduce costs.”

The new repair program will utilize The UPS Store retail network for professional packaging and convenient drop-off of laptops; UPS’s package delivery network for movement of customer computers, and UPS Supply Chain Solutions for parts management and technical repair. The new process benefits Toshiba’s United States laptop customers, including consumers and business professionals.

The process utilizes a specially-designed repair center at UPS Supply Chain Solutions’ logistics and technology campus in Louisville, Ky. The 2 million-square foot campus, which specializes in high-tech support, is adjacent to the UPS Worldport global air hub. The proximity to the air hub means it is possible that a laptop can be received, repaired and shipped directly to the owner in the same day, with delivery as early as 8:30 a.m. the next morning. UPS Supply Chain Solutions repair technicians are certified to repair the entire laptop.

Getting a Toshiba laptop computer repaired is easy. Customers call Toshiba’s toll-free customer service center to obtain repair consent and the address of the most convenient The UPS Store. Or, they can log onto www.theupsstore.com to get directions to one of the 3,300 The UPS Store locations. Toshiba also can send their customers easy-to-assemble packaging that can be shipped via UPS or shipped by another carrier. The laptop also can be taken to a Toshiba Authorized Service Provider.

“As a leader in the PC industry, Toshiba has recognized that post-sales service and ease-of-use are critical ways to build positive, long-term relationships with customers,” said Dan Brutto, vice president and general manager, global transportation/shared services, UPS Supply Chain Solutions. “With this solution, Toshiba is telling its customers that if they ever do have a problem, the return and repairs process will be hassle-free.”