MPC Service and Support Brochure
Unique Service Program: Advanced Exchange (AE)
Beyond merely executing well on service and support, MPC has also developed several unique service programs, which have become very popular complements to our line of desktop, notebook and server PCs.
The best example of such a program is Advanced Exchange, which provides for the next-business-day delivery of a replacement notebook or ClientPro All-in-One™ (AIO) anywhere in the US.
If our tech support team determines that a replacement notebook or AIO is required, we send out an identically configured "shell" by next-business-day delivery.
(A shell is a notebook system or AIO system without field replaceable units such as batteries, hard drives and optical drives.)
We can send the replacement shell anywhere in the continental US; even, for example, to the hotel where the customer will be staying the following day.
Once the customer receives the replacement shell, she swaps the field replaceable units (batteries, hard drives, optical drives) from her existing system, and is up and running again in minutes.
We even set the serial number on the replacement shell to match the original version, so that companies can continue to track the asset as one system in their PC database.
Finally, we provide packaging (with postage prepaid) so that the customer can easily ship the old unit back to the MPC factory.
We track the fill rates and customer satisfaction metrics for the Advanced Exchange program as well, which are shown below.
|
Q4 2006 |
Q1 2007 |
Q2 2007 |
Q3 2007 |
Q4 2007 |
| Advanced Exchange fill rate |
88% |
91% |
83% |
78.7% |
87.7% |
| Customer Satisfaction |
Q4 2006 |
Q4 2006 Equivalent |
Q1 2007 |
Q1 2007 Equivalent |
Q2 2007 |
Q2 2007 Equivalent |
Q3 2007 |
Q3 2007 Equivalent |
Q4 2007 |
Q4 2007 Equivalent |
| Advanced Exchange |
| AE process was completed in a reasonable amount of time |
4.75 |
95% |
4.76 |
95% |
4.80 |
96% |
4.78 |
95% |
4.78 |
95% |
| Replacement system was in good working condition when it arrived |
4.58 |
92% |
4.68 |
93% |
4.71 |
94% |
4.71 |
94% |
4.62 |
92% |
|
Moreover, unlike most other PC vendors, we handle the packaging of the old defective part and its shipment back to the MPC factory, so you don't have to worry about it.
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