- A separate room for receiving visitors, receiving and issuing Products or a dedicated part of the room, but not less than 15 sq. m. The service center must be easily accessible to the end user. At the entrance to the premises where the Service Center is located, it must be possible to place a sign with the name and operating hours of the Service Center.
- Dedicated landline phone number to answer calls from Consumers/Users/Sellers. Have an email address (e-mail) and access to the Internet telecommunications network.
- Keep your work and office premises clean and tidy, in compliance with the necessary sanitary conditions, maintain all types of work equipment and room furnishings in proper order and condition.
- Maintain a staff of qualified specialists with at least 1 year of experience in diagnosing and repairing electronic equipment. Purchase and maintain at your own expense the required minimum set of test instruments for testing and repairing each model of Products. Organize at least one workplace for equipment repair.
Currently, quotas are open in 67 cities with a population of more than 30,000 people:
| Region | City | Population |
| Altai Republic | Gorno-Altaisk | 62 309 |
| Astrakhan region | Akhtubinsk | 39 386 |
| Bashkortostan republic | Neftekamsk | 125 000 |
| Bashkortostan republic | October | 112 478 |
| Belgorod region | Alekseevka | 38 979 |
| Belgorod region | Shebekino | 43 331 |
| Bryansk region | Dyadkovo | 28 141 |
| Bryansk region | Klintsy | 61 515 |
| Bryansk region | Unecha | 25 412 |
| Vladimir region | Alexandrov | 62 309 |
| Voronezh region | Liski | 39 386 |
| Voronezh region | Ostrogozhsk | 125 000 |
| Ivanovo region | Vichuga | 112 478 |
| Ivanovo region | Furmanov | 38 979 |
| Ingushetia republic | Gorno-Altaisk | 43 331 |
| Irkutsk region | Akhtubinsk | 28 141 |
| Moscow region | Neftekamsk | 61 515 |
| Nizhny Novgorod Region | October | 25 412 |
| Nizhny Novgorod Region | Alekseevka | 62 309 |
| Novgorod region | Shebekino | 39 386 |
| Novgorod region | Dyadkovo | 125 000 |
| Novosibirsk region | Klintsy | 112 478 |
| Orenburg region | Unecha | 38 979 |
| Moscow region | Alexandrov | 43 331 |
| Nizhny Novgorod Region | Liski | 28 141 |
| Nizhny Novgorod Region | Ostrogozhsk | 61 515 |
| Novgorod region | Vichuga | 25 412 |
| Novgorod region | Furmanov | 28 141 |
| Novosibirsk region | Vichuga | 61 515 |
| Orenburg region | Furmanov | 25 412 |
Analyzing the questions received by the editors, we focused on the fact that most representatives of service centers would be interested in learning how to obtain authorization from a particular equipment manufacturer. Our team decided to fill the gap in information, and first of all we talked with the Director of the Department of Control and Development of the LG Electronics Service Network in Russia, Sergey Sokolan.
- Tell me, how is the network of LG service centers organized in Russia?
The company has a successfully functioning Department for Control and Development of the Service Network. He has access to all the current information about LG service centers, which promptly comes from inspectors who monitor the quality of repairs, the level of service and the required number of authorized services in the territory entrusted to them - in a separate federal district. They also constantly process consumer feedback and handle a variety of other tasks.
- How does the process of collecting feedback proceed?
When a client contacts a service center, they are required to ask for their contact information and phone number, and after the repair is completed, call center operators call them and find out their opinions about the services provided. It happens that the consumer himself calls us. But this, as a rule, happens in cases where he wants to clarify something or complain. We respond immediately and resolve the problem. For example, a client calls and says that the repair of equipment has been delayed: the service does not provide any specific information, but he is worried and wants to clarify when the necessary part will be delivered. We record the request and immediately involve our inspectors in solving the problem.
- Let's move on to the main question. How can a service center obtain LG authorization?
He must contact us and send a request for authorization, after which the service center will receive a questionnaire in which he must describe in detail his infrastructure, services provided, technical capabilities and other information. Afterwards, we assess the situation and either give the opportunity to sign a contract with us, or postpone cooperation if there are already a sufficient number of authorized service centers in the city. At the same time, it is a mistake to believe that the chances of obtaining authorization are small. In large cities, we try to distribute authorizations by product: one service with suitable conditions will repair mobile phones, another will accept only large household appliances for service. If the city is small, and the applicant service has everything necessary to carry out high-quality repairs, then we will most likely provide authorization, since it is important for us to ensure dense service coverage; make sure that authorized centers are available to the client without the need to travel to another city.
In addition, we constantly evaluate the technical level of the personnel and how engineers carry out repairs. For this purpose, we have created a special training academy or, as we call it, a training academy.
- I was just about to ask. You have approved the possibility of obtaining authorization. What's next? Does the service center send its engineers to you for training?
Exactly. Just to get started, we conduct a test that determines the level of professionalism of service engineers. Our academy sends tasks to candidates, they complete them, we check, see what they can already do, and make the final decision on issuing authorization and conducting training. At this stage, the so-called “basement” craftsmen who can harm the company’s image with their work are usually eliminated. By the way, if the application came from a large service, then we can send our inspector there to check.
- Let's talk about training. It takes place only in Moscow, at the academy itself, or is it possible to take an online course without leaving the city?
Of course, such a possibility exists. We also practice on-site sessions and conduct training locally. For example, in the Far Eastern Federal District, several applications for authorization from different localities are being considered at once. In this case, we choose a city where all the engineers come, decide on a technical center where we will conduct training, rent a room there and send our trainers there, which is very convenient.
And one more important point. In addition to technical training, we improve and develop the engineer's communication skills, which will be required when working with a client. After all, it’s one thing when a person is engaged in repairs, being in the workshop all the time, and managers take orders, it’s quite another when an engineer goes to the house, where he needs to communicate with the client one-on-one and behave in a certain way. If an authorized service engineer does not have these skills, this will negatively affect the quality of service and the customer’s attitude towards the brand. That's why we have a special department in the training academy, where teachers give lectures to engineers and conduct seminars.
We have a standard validity period for all contracts - one year.
- What after? Do services either confirm it or not?
Yes, after the expiration date we either renew the authorization or not.
- That is, engineers go to advanced training courses and retake the exam?
No. If we see that the service center was coping with the load, and there were no complaints about its work from customers whom we call monthly to determine the level of satisfaction with the service, the turnaround time and the number of repeat repairs, then why don’t we renew its authorization ? Ultimately, we fight for the quality of the services provided, and not for the number of authorized service centers.
At the end of the conversation, our correspondent received an offer to visit the LG training academy, which he, naturally, did not refuse, so in the near future we .
What is a service center? This is an organization that provides maintenance services for various equipment, equipment, service support, etc. This activity includes pre-sales, warranty and post-sales repairs. This article will discuss the issue of creating a service center from scratch, as well as a business plan on how to organize this company.
Many people choose a product with the expectation that the supplier will provide service support as long and effectively as possible after the sale of its product. This is especially important when purchasing various office equipment, electrical equipment, electronics, auto and construction equipment, where the likelihood of breakdowns is quite frequent, and this circumstance prevents the product from being used for its intended purpose, or an obstacle to use arises.
Brief business plan for an authorized Samsung service center in Moscow
Organizing this type of business is absolutely identical to opening any business. The difference is in authorization. That is why you should choose a company for your business with which you would like to cooperate. Don’t forget that quite a lot of companies provide their authorized partners with discounts on the purchase of their company’s products. This will allow you to additionally open a retail outlet.
How to open an authorized Samsung center in Moscow
First of all, you will need to register an enterprise, for which you should register with the local tax authority and obtain the appropriate document. Now you must register the future service center, and then, after everything is officially registered, receive a seal or stamp. In order to be able to make non-cash payments, you will need to open a bank account.
The next step is acquiring a license for a certain activity, renting or purchasing office space, and documenting it.
When the service center is authorized, this allows for warranty and post-warranty repairs. If any equipment breaks down during the warranty period, the buyer can contact an authorized service agency for free repairs and replacement of the faulty equipment.
Not all manufacturing companies may have service centers nearby. In this case, a cooperation agreement between the manufacturer and the service center is drawn up. He receives authorization to repair equipment from this company.
To fully operate the service center you will need:
❶ Reception point;
❶ Repair shop;
❶ Transport that will be required to transport large equipment to the repair shop.
Current issues that may arise during repairs are resolved directly by the service organization itself. In order for repairs to proceed more efficiently, the manufacturer itself supplies the necessary parts free of charge, replaces equipment that can no longer be repaired, and also pays for repair work.
The service center must also fulfill certain responsibilities, namely: it must be staffed with polite and well-trained personnel, and the workshop must be equipped with high-tech equipment, and be able to carry out the necessary repair work quickly and efficiently.
Before starting your business, you should find a supplier of spare parts and sign a contract with him. The time it takes to complete a repair order depends on the speed of delivery of spare parts. It is highly advisable that you have several suppliers of components. This will allow you not to delay service in the event of temporary interruptions with a particular company. You should start collaborating with suppliers even before the main work of the service center begins.
When you have completed all the formalities, thought about which company you will cooperate with and what services you will provide, it is worth drawing up business plan. Before work, make an accurate list of services provided, take into account the approximate costs, hire and train staff. If you need to attract investors, a competent and clear business plan will greatly help injecting investment into your business. If your business does not depend on anyone, then the plan can be drawn up as a formality.
| UNITED ELEMENTS GROUP for repair of DAIKIN, PIONEER, HITACHI, DANTHERM, CAREL. | |
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EUROBUSINESS company is an authorized service center of SAMSUNG ELECTRONICS, Installer of SAMSUNG air conditioners. |
Authorization from the manufacturer
Authorization is granting a certain person (organization) the right to perform certain actions. In relation to a service center (SC) for equipment repair, this is the provision by the manufacturer (directly or through a distributor) of the right to carry out warranty and post-warranty repairs and maintenance of the products it produces.
To obtain authorization, the service center must fulfill a number of requirements: the availability of equipment and tools for diagnostics, configuration and repair, a staff of specialists with special education and certificates who have completed specialized courses. Compliance with these requirements is a minimum and mandatory condition under which a service center is eligible to apply for authorization. And only if the service center passes an audit according to the manufacturer’s criteria and proves its ability to repair at a level that meets the requirements of European standards and manufacturers, it is given the right to service and repair the manufacturer’s equipment. Moreover, each manufacturer has a number of its own special requirements, and authorization is obtained for each manufacturer separately. During the entire authorization period, the manufacturer controls the key parameters of the AS and if the authorized AS does not comply with them, then he is deprived of authorization.
To check authorization, in most cases it is enough to ask for certificates confirming the authorization of a specific manufacturer. Such certificates are issued for a period of one year and each subsequent year they must be confirmed and received again. Another way to check this is the presence of information about this service center on the manufacturer’s website or in the warranty card.
Authorization gives the right to perform warranty repairs and maintenance
Engineers from an authorized service center are trained by the manufacturer. All this guarantees high-quality repairs in accordance with all manufacturer’s requirements and using original spare parts. Thus, when contacting an authorized service center for warranty or paid repairs, you can be sure that your product is being repaired using equipment recommended by the manufacturer itself, using proprietary materials and technologies.
The price of paid repairs in an authorized service center is often lower than in a handicraft workshop, since well-established production technologies make it possible to reduce the cost of work, and direct deliveries from the manufacturer of spare parts eliminate unnecessary markups from intermediary companies from which other “workshops” buy.
UNITED ELEMENTS GROUP
SAMSUNG ELECRTONICS
Samsung Service
Authorized service centers of Samsung Service provide exclusive quality services for servicing SAMSUNG products. Only the best service centers in the city can have Service Plaza status. In such a center you can get competent technical advice on the operation of equipment, learn about the intricacies of settings, familiarize yourself with and purchase Samsung products and accessories.
Work at Samsung SERVICE CENTERS is carried out as quickly as possible, and in most cases, in the presence of the client. Engineers from such service centers provide consultations, carry out warranty and paid repairs of various types of Samsung equipment, including air conditioners, mobile phones, mp3 players, photo and video cameras, laptops and other devices.
Distinctive features of Samsung Service centers are the repair of exclusively Samsung equipment, a high level of service, express repair service on site, and a special stand for demonstrating Samsung's new products.
Samsung specialists regularly monitor the performance of authorized service centers, paying special attention to the quality of customer service, as well as repair times and customer satisfaction.
Branded Samsung Service centers are already open in many cities of Russia: Moscow, Ufa, Kazan, Voronezh, Nizhny Novgorod, Novosibirsk, Volgograd, Yekaterinburg, Rostov-on-Don, St. Petersburg, Chelyabinsk, Krasnodar, Khabarovsk, Yaroslavl, Tomsk, Smolensk, Kemerovo, Vladivostok.
Official website of SAMSUNG ELECTRONICS - samsung.com
Strategic partnership
Strategic for us is the partnership with Samsung Electronics Russia Company, which has set itself the global goal of becoming the best service company in Russia. Samsung Russia Service (SERK LLC) is a division of Samsung Electronics, engaged in servicing branded equipment.
The official authorized service center EUROBUSINESS is authorized by SAMSUNG ELECTRONICS Co. Ltd. carry out warranty repairs and service maintenance of air conditioners in Moscow and the region. The company employs specialists who have completed an internship at the manufacturer's Moscow training center (SAMSUNG Technical Education Center) and received the appropriate certification.
Distributor or dealer
Having a manufacturer's certificate guarantees high-quality repairs of your air conditioner.
Service center (SC) is an organization engaged in providing services for service support and maintenance of machinery, equipment and other products. The activities of service centers include pre-sale, warranty and post-sale repairs.
Authorization is granting a certain person (organization) the right to perform certain actions. In relation to a service center for equipment repair, this is the provision by the manufacturer of the right to carry out warranty repairs and service maintenance of manufactured products. The granting of such powers can be carried out either directly from the manufacturer or through a distributor.
| - This | |
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Authorized service center of SAMSUNG ELECTRONICS, air conditioner installer SAMSUNG. |
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Warranty service center of UNITED ELEMENTS GROUP for equipment repair DAIKIN, PIONEER, HITACHI, DANTHERM, CAREL. |
Authorization from the manufacturer
To obtain authorization, the CA must fulfill a number of requirements. Firstly, the company must have a staff of employees who have special education and have completed specialized courses confirmed by certificates. Secondly, this is the availability of equipment and tools for diagnostics, adjustment and repair.
Compliance with these requirements is a minimum and mandatory condition under which a service center is eligible to apply for authorization. And only if the service center passes an audit according to the manufacturer’s criteria and proves its ability to repair at a level that meets the requirements of European standards and manufacturers, it is given the right to service and repair the manufacturer’s equipment.
Each manufacturer has a number of its own special requirements. Therefore, authorization is obtained for each manufacturer separately. During the entire authorization period, the manufacturer controls the key parameters of the ASC. If the authorized SC does not comply with their requirements, then he is deprived of authorization.
To check authorization, in most cases it is enough to ask for proof of authorization of a specific manufacturer. Certificates are issued, as a rule, for a period of one year. Each subsequent year they must be confirmed or renewed. Another way to check authorization is the presence of information about this service center on the manufacturer’s website. Or, for example, in the list of workshops indicated in the warranty card.
Authorization gives the right to perform warranty repairs and maintenance
Engineers from an authorized service center are trained by the manufacturer. All this guarantees high-quality repairs in accordance with all manufacturer requirements. And also using only original spare parts. That is, when contacting an authorized service center for warranty or paid repairs, you can be sure that your product is being repaired using equipment recommended by the manufacturer itself, using proprietary materials and technologies.
The price of paid repairs in an authorized service center is usually lower than in a handicraft workshop. Because well-established production technologies allow us to reduce the cost of work. Direct deliveries from the manufacturer of spare parts, of course, eliminate unnecessary intermediary charges.
