What is that in general goes wrong with the PCs/Laptops after continuous usage for a year or two?
All HCL PCs/Laptops are equipped with brand new, original and genuine components sourced directly from leading manufacturers of the world. These components are tested and certified as per the optimum performance so the chances of something going wrong are very rare, the probability of error is as little as 0.001 (as theory of probability says).
We are confident about our product portfolio and our association with all the partners, as they are globally renowned and recognized for their offerings. We are always committed to deliver the best products to our consumers.
How could regular servicing help?
HCL believes in "prevention is better than cure" theory and recommends regular check up of PCs/Laptops for optimizing performance, and screening against security threats. Both remote support and onsite services are available. HCL undertakes the device check ups either by physically checking or at any of the 505 service locations which includes major 23 BIM Service Centers.
We are the only company in India who provides 24X7 customer support and we also provide pick-up and drop for the complained unit as we believe that customers are the most valuable asset for us. For more information you can visit our website http://supportservice.in under support for home users. There our HCL Customer support handbook link is available.
Besides servicing any other tips for the users to avoid these problems?
Except the regular safeguard there is not much that is required. Some of the basic precautions: Try to be careful and do not drop your PC/Laptop as its parts are fragile. Use proper security software and keep it dust free. We should use genuine software/Upgrades for better performance. Users should register their machines to get on time support and as an offer they can get 4 Years free Telephonic Support.
How important do you think is regular servicing of the PCs and laptops and why?
To have regular servicing is very important. Regular servicing of your PC/Laptop can keep your computing device away from any avoidable problem. Your PC/Laptop performance can be measured by regular servicing also.
When should one go for the first service of their PC/Laptop?
For electro mechanical products in PCs/Laptops do not require a maintenance cycle, as there are no moving parts. However depending on the extent of usage in standalone and network environment, PCs/Laptop requires regular preventive maintenance to improve the performance with the help of PC Tools.
Which servicing deals do you offer to your consumer?
All HCL PCs/Laptops come with a Standard Warranty that covers repairs or replacement of any defective part during the warranty period in case of any genuine failure of the parts/preloaded software's.
HCL Touch is 24x7x365 Days Support. With HCL Touch, customers are just a call away; anytime, anywhere. HCL Touch 24x7 response center provides customers a ticket number and registers the support request for HCL Laptops on condition that the machine should be registered. HCL Touch provides with the convenience of remotely solving problems through an experienced team of technical experts. These experts in the hardware and software fields will access Laptops over secure links and remotely diagnose and resolve the problem. Chat support is the major support which is given to customers for giving solution to their problems.
This service is available 24 hours a day; further HCL Touch has the facility to provide support in 11 regional languages.
HCL Touch caters to over 4000 towns pan India with a footprint of Company owned brick and mortar offices in over 505 locations. These HCL Touch service centers are a direct company owned walk-in points for customers.
What are the additional benefits that your consumer gets if the product is under warranty? Can he ask for regular servicing anytime? Is he supposed to pay some charges for that?
To register the machine online is the most important facility provided to customer. Users should register their machines to get on time support and as an offer they can get 4 Years free Telephonic Support. Genuine part replacement which comes under T&C is another factor which a customer can avail.
Chat support is very important tool for customers were customer can immediately take support from our technical experts.
It becomes easy for customer to contact by using one Universal Number 1860 1800 425 anytime anywhere.
What are the charges one has to pay when he/she send his/her PCs/Laptops to you for regular servicing? (After warranty)
We have a very special offer whereby a customer can extend the warranty of HCL product for a period beyond the standard warranty duration. For e.g., a customer can extend the warranty from standard 1 year to 3 years by purchasing a warranty extension pack, but under the guidelines a customer can Extend his/her warranty only if he asks for it within 11 months from the date of purchase, otherwise he is only eligible to go for AMC.
Also customer can still enjoy the comfort of HCL Service, if the warranty on HCL product has expired, by purchasing an AMC (Annual Maintenance Contract) Pack. This will enable HCL to take responsibility for the upkeep of the system for the period of the AMC. All the benefits of Warranty Extension Pack apply to AMC as well, except Battery, Adaptor and plastic parts. However, the Warranty Extension Pack is offered at a much attractive price.
How could one reach your service centers? (Details of your service centers across India, local dealers, toll-free service numbers required. Pick & Drop Service if available)
HCL announced a pioneering initiative in the Indian ICT sector to further strengthen its customer care services. 'HCL TOUCH' which gives 24X7 round the clock service & support for its PCs/Laptop customers. By sending SMS a customer can send the support request in the format < Touch >SPACE < Machine Serial No > SPACE< Query >.Pick & drop facility and "On Site" service is available anywhere in India at the customer's premises.
HCL Touch offers round-the-clock service to Laptop users across India through a Universal Customer Care Number. Support is offered in 11 regional languages including Hindi & English making it a very customer centric service addressing the needs of consumer both in Metros and the interiors of India.
It delivers for the first time in India a number of value added such as "Network and Email support", Peripherals & Hardware Configuration Support", "Fortressing Support", "and Preventive Health Care" support, "Tracking Services" etc. This service reaches out to over 4000 towns which consists of 14 remote support centers, 505 Service offices including 23 BIM Centers, 390 Ware houses & 150 repair centers, all of which are company owned, making it India's Largest Direct IT service Infrastructure.
Email id: firstname.lastname@example.org Customers can call the 24-hour customer care number 1860-1800-425/Alternate Number 0120-2406105 or SMS query to +91 in simple format like < Touch >SPACE < Machine Serial No >SPACE < Query >
What according to you is the average lifecycle of the gadget? (Criterion is that the device must work perfectly without any issues, no competition with the upcoming products.)
Average lifecycle of the gadget is 4 Years.