Behind the scenes
Product defective? How we have improved our service
11.2.2022
Translation: machine translated
A defect always seems to occur at the worst possible moment. That's why registering and processing warranty claims and repairs must be as quick and easy as possible. Since recently, you can find an improved process in your customer account under "Returns, repairs and support".
In recent months, we have overhauled the registration of warranty claims and repairs in our online stores. This is because the process had often led to more questions than answers among our customers. The focus was on how simple and understandable the process is. We also wanted to respond more specifically to the individual problems of our customers and provide context-specific instructions. For example, we can only have cell phones repaired if they are reset. We had two goals with these measures. First: Your case will be dealt with as quickly as possible. Second: We relieve the burden on our customer service.
What specific improvements have we made?
Since January, our customers have been benefiting from our new registration process. Customers who have already had contact with our aftersales department will notice that the process now has a few extra steps. But the user-friendliness has improved significantly:
The overview page now displays step-by-step instructions. You can also get all the relevant documents here, including a ready-made shipping label.
What's next?
We have further improvements in our quiver. For example, we want to seamlessly integrate your insurance claims and delivery damage into the process. You can also see from the current process that we are serious about sustainability: spare parts will play a more important role in the future.
Look forward to more cool improvements that we will provide you from our development team KickAss!
What do you think of our new claims filing process? What would you improve or add? Discuss in the comments column.
Christoph Romer
Senior Product Owner
Christoph.Romer@digitecgalaxus.chBehind the scenes
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