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HomeArticle/ FeaturesHIKVISION REDEFINES CUSTOMER CARE, ROLLS OUT RMA SERVICE

HIKVISION REDEFINES CUSTOMER CARE, ROLLS OUT RMA SERVICE

hik logo

 

 

 

  • First –of-its-Kind In India
  • Free Pick Up & Drop Back Service
  • Company Ties Up With Leading Logistics Service Providers
  • Increases Customers’ Uptime & Reduces Downtime &Cost
  • Service A Big Boon To Customers

            

Mumbai, July 5, 2016

In a trailblazing initiative that took the security market by surprise, Hikvision, the global leader in innovative video surveillance products and solutions announced today that it has launched a  RMA (Returned Material Authorization) Service that will benefit its numerous clients and customers spread across India. It is for the first time that such an essential service is available to customers free of cost in this country.

Speaking at the launch function, Mr. Ashish Dhakan, Managing Director & CEO, Pramahikvision (India) Pvt. Limited told mediapersons, “Hikvision always believes in giving top priority to its customers‘ concerns  at all levels. To reiterate this we have launched our RMA Service that facilitates faster hardware replacement delivery or assistance in exchanging the replacement part. This RMA Services is designed to ensure our customers’ peace of mind by increasing their uptime through expedited free pickup and dropback delivery of security device or its accessories.  Our customers no longer have to run from pillar to post to fix their defective devices. Our RMA Service is there to take care of their problems which is actually a big boon to all our customers.”  

On Hikvision‘s online RMA system, customers may request RMA Service, track the status of their returned item, obtain clarification on RMA issues, and print RMA reports. Hikvision’s dedicated RMA staff is available to provide them with friendly and prompt service 24×7 throughout the year.

Toward offering a quick turnaround of its services, Hikvision has tied up with leading logistics service providers with sound infrastructure and pan India presence. Therefore, Hikvision’s customers in India can be reached at a short notice. This tie-up will help in accelerating the process of pick up and drop back and in solving customers’ problems faster.

The Return Material Authorization – RMA Service is offered as part of Hikvision’s hardware support to customers who need to protect their security device in case of a hardware failure. For devices that have an active Hikvision hardware support contract or that are under           

Hikvision warranty, Hikvision will replace the device in case of a hardware failure. Customers must request the replacement by filing a support case with Hikvision Support Team. 

Key Differentiators

  • Service from a globally renowned security equipment manufacturer &solutions provider
  • Rich Experience With Domain Expertise.
  • Pan-India Presence.
  • Dedicated Service Team
  • Service Available 24×7
  • Free Service Till December 31, 2016.

Process

The process involved is quite simple. It can be completed within few minutes

Customers should visit www.hikvisionindia.co.in  and go to Dealer Log In to get themselves registered. After immediate verification they are welcomed into Hikvision Customer Portal. Customers can now access RMA Service. They are provided with a separate transaction password via a registered email. This vital password enables customers to access into and navigate through RMA service like Pick & Drop where they have to fill the form to generate the pickup request. 

RMA numbers are important to both Hikvision and customer. An RMA number tells the Hikvision that a return is being made offering protection against fraudulent returns. The customer can use the RMA number to inquire on the progress of a return. For example, if the customer hasn't received any information about the return, the customer can call the customer care of Hikvision and use the RMA number as a reference. If the customer does not receive any response within fifteen working days, he/she is offered 100 percent credit note.

Requisite Information

When requesting an RMA, customers should provide vital information such as
Contact name, contact phone, fax, and e-mail, product model and serial numbers  for the defective hardware, system serial number of the base unit, description of failure and troubleshooting performed to isolate cause, pick up and  drop back  address of the customer  and  other important request pertaining to their device.

Key Benefits

As Hikvision’s RMA Service is solely customer-centric, it is replete with many benefits particularly to the customers. The key benefits of having Hikvision’s RMA Service are:

Free Pick Up & Drop Back

Customers have no need to shell out any money both for the to and fro consignment of their devices. They are made available free to Hikvision’s customers throughout India

Speeds Up The Return Process.

In less than fifteen days the repaired hardware is returned in fully working condition to the customer. Hence customers have no need for any tension or anxiety as their device is safely returned to them.

Eliminates 'Face To Face' Enquiries

It allows RMA practitioners to focus on their customers’ problems. Hence, there is no need to contact Hikvision’s RMA Service Team personally. To know the whereabouts of their devices as they can be tracked 24×7.

Ensures Customers Clarity & Certainty.

As customers are constantly kept informed about their devices, there is more clarity and certainty about the resolution of the problems.  They keep the customers feel reassured.

Reduces Cost & Time

As all activities pertaining to repairs and refixing are lucidly outlined it reduces the cost of customers. He/she does not have to visit so many times to get the problems pertaining to his device resolved as Hikvision’s RMA Service Team takes care of it. Thus the service reduces customers’ cost of commuting and saves their precious time. 

Keeps  Customers Happy

A happy customer is the best brand ambassador of any product/brand/ company. Hikvision strives hard to keep the customers ever happy through its dedicated RMA Service.  From customers’ standpoint Hikvision’s RMA Service is a real boon to them. 

Hikvision’s RMA Service offer is valid until 2359 hrs on December 31, 2016.The RMA Service is only applicable to products imported by M/s. Pramahikvision (India) Pvt. Limited and not by another company or entity In India.

About Hikvision

Hikvision is the world’s largest supplier of video surveillance products and solutions. The company specializes in video surveillance technology, as well as designing and manufacturing a full-line of innovative CCTV and video surveillance products. The product line ranges from cameras and DVRs to video management software. With the largest R&D team in the industry and state-of-the-art manufacturing facilities, Hikvision offers customers the benefit of world-class products that are designed with cutting-edge technology. For more information, please visit Hikvision’s website www.hikvisionindia.co.in                                      

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