ELAN Unveils Customer Service Standard at TRIO Summit
Near its Lexington, Ky., headquarters, multi-room A/V and home control vendor Elan Home Systems used the occasion of “Wired & Inspired,” this year’s TRIO Dealer Summit, to introduce its Five Star Customer Service Standard.
The initiative, the first phase of which launches June 15, promises a roster of free benefits designed to “instill a simple policy set to make it easier for the dealer to support the client,” said Paul Starkey, Elan’s executive vice president of sales and marketing. “The genesis of it was trying to live a day in the life of an upscale client. The norm in the industry is that when there is a major product failure, the item is removed from the home, boxed, sent to the manufacturer, repaired or replaced, sent back to the dealer and then re-installed. And, unlike in the $100,000 luxury-vehicle industry, where a customer takes the car to a shop, gets a loaner and gets a quick turnaround, we expect clients to put up in our luxury industry with a two-to-three-week turnaround cycle. It’s not fair for the end client, plus it’s costly for the dealer. It’s unacceptable.”
The program, then, is geared to uphold five standards: protection, responsiveness, convenience, cost containment and satisfaction. Elan will waive all NTF (No Trouble Found) service fees, institute a new surge policy during a product warranty period, issue UPS call tags for all out-of-box failures certified by its tech support staff, replace a product that has failed a second time in the same installation due to manufacturer defect in the warranty period and, through new repair-tracking software, send regular updates on the repair status of any returned products. To execute that last element, Elan identified 25 “system-critical” components in the home entertainment and control product chain that, if in failure mode, would cripple the client’s system, and will now send the dealer an advance placement at no charge.