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28/02/2006

Sony announce changes in support services structure

Sony has announced four key changes in the structure of its support services, designed to deliver improvements to all UK customers.
The changes will take place over the next few months.
A new European Zone Wide Field Engineering support team has been created to provide access to more experts for both Sony’s key and contract customers. These experts will be available to assist in resolving complex or difficult repairs and technical queries.
Sony has also announced the expansion of its Authorised Service Centres (ASC’s), all of which are approved by Sony to a high standard, to provide support for bench repair of those established products, such as DVW, that will no longer be repaired in-house. Sony will continue to repair product in new technology areas, such as High Definition.
Thirdly, the UK Technical Helpdesk will be combined with Sony’s European Helpdesk, based at Basingstoke, providing access to a larger team of support personnel to field customer enquiries. To ensure that key accounts are supported with technical enquiries, Sony has also created the position of a Key Account Liaison Engineer who will assist with any escalation required from calls coming through the helpdesk.
Finally, Sony announced the creation of a Central Repair Centre (CRC) based in Cologne. The new CRC is intended to become a centre of excellence in Europe, offering support on both new technology products and to support legacy products.
All of these changes will help Sony deliver both operational efficiency as well as service improvements to its customers, including ownership of customer queries from dedicated engineers and access to more Sony experts.
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