Behind the scenes: Service and workshop – the helping hands
Even the best products are faulty sometimes. How annoying, if a device doesn’t work properly! But what a good thing, that Steinigke has a whole department especially for these cases: The service department with integrated workshop to it always tries to provide a quick solution.
Every day, we are dispatching more than 2000 article positions (the article quantities are much more). The response rate is between one and three percent – quite a good rate, but we are always trying to improve our services.
Some of the packages come back to us, because the customer didn’t like the product. Most of them, however, are “problem cases”: A defect occurred, a function of the device failed, or the mounting unit was broken.
Our service staff delegates the problem cases to the experts:
Faulty products are brought to the workshop. There, our electricians, mechanics and technicians test all the device’s functions and fix the defect. Software problems are also solved here. Additionally, our employees answer all your questions concerning your device’s features on the phone.
If you ever have problems with a product sold by Steinigke, your first contact will be our service office: No matter if you didn’t get your parcel, a defect occurred, or something concerning the price went wrong – all your queries will be answered by them. Every day, our staff answers between 50 and 100 telephone calls and the same number of e-mails. They try to solve every problem as fast and as good as possible to satisfy you. They trace parcels, call transport and logistics services and pass your questions to the experts in the workshop and the sales department.
Even though our service staff works fast and does its best, sometimes it takes a while until you get your fixed device back. Usually one reason for that is the fact that some information is missing: What needs to be fixed, which defect occurred? Do you still have a guarantee for it?
Therefore, here are a few hints for you, what you can do to get your device back faster:
- Be sure to tell us your customer number and your name.
- Please attach a short description of the defect or of what you think that might be broken.
- Also add a short note telling us when you bought the product.
This way you help to improve our service and make it even faster. Our staff then doesn’t need to look for information any longer. They can concentrate on what they really do best: Helping you.
