Sennheiser has made some significant improvements to its Service Department, including the launch of an Online Spares Ordering function for its professional audio division and new additions to its workshop, aimed at further upgrading levels of customer support.
“Our emphasis is always on serving the end customer and improving the support we give to them,” says Tim Sherratt, Sennheiser’s Engineering and Technical Services Manager. “Initially, the new Online Spares Ordering section (http://spares.sennheiser.co.uk) will serve three product areas: MKH Wired Microphones; Evolution Wireless; and Pro Audio Headphones. The site provides a quick and efficient way for customers to order spare parts. We will be adding more items and information as we progress this part of the site. We have also introduced a new online SERVICE & SUPPORT centre which features an FAQ section, online booking of equipment for repair, access to software downloads, user manuals and a wealth of other information. Access to the SERVICE & SUPPORT section can be found at the top of our home page www.sennhesier.co.uk”
Additional developments have been made in Sennheiser’s workshop. “We have new triage areas which allow repairs to be processed much faster,” continues Sherratt. “All units for repair go through a pre-check: on the day the unit is received a short functional check is done; all non-defective (e.g. operating errors) units are returned to the customer the same day; any simple and quick repairs can be carried at this time and are returned to the customer the same day.
“We have also committed major investment to the installation of a new Acoustic Chamber, which expands our capability for repair and test of all electroacoutstic products.”
Finally, two members of the Service Department team, Rob Sales and Joe Mahoney, have just finished their Apprentice Training and are now qualified Service Engineers.
“Rob joined the service team in May 2008, having previously worked in the warehouse, whilst Joe Mahoney joined us in July 2008 directly from ATG’s apprentice training centre,” says Sam Davison, Service Team Leader. “Both started as Service Engineer Apprentices and through regular days at college, work based assessment and in-house training, they achieved their qualification of Advanced Apprenticeship, which included NVQ level 3 in Engineering and BTEC National Certificate in Engineering.”
Rob and Joe are now helping to service all equipment distributed by Sennheiser, including its third party brands and perform the ‘triage’ assessment of all equipment coming in for repair, which allows around 45% of all items to be repaired and returned on the day they are received.
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