Ilan Siegel (photo by Rami Zaranger, Wikipedia)
The Pelephone company is opening for the first time an express repair laboratory that will be open until twelve at night for customers who request to repair their device after the operating hours of the laboratories in the service centers throughout the country.
The new repair lab was established in Pelephone’s logistics center in Air Port City, and it will be accessible to customers who contact the company’s technical support center after 5:00 p.m. who want to repair their device immediately. Repairing the device in the laboratory will take up to two hours and the cost for the express repair is an additional NIS 89 to the normal repair cost, similar to the cost used today for quick repairs at service centers throughout the country.
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“Over the years, our smartphone has become an integral part of our lives and there are quite a few people who cannot manage without it for more than an hour or two, which is why we see demand for repairs even in the evening,” explains Kenrat Rauvanov, VP of Pelephone’s retail customer division. “We continue to provide our customers with the best, most comprehensive and efficient service, along with the highest level of repair quality and try to find the best solutions all the time.”
At the same time Pelephone announced that it started offering a new and professional repair service to customers of all companies called Pelephone Care. The new service includes a free test for the device when joining the service, an option for express repair – a quick repair of up to two hours and a 3-month warranty for the repair.
The costs of the service are fixed and known in advance, without surprises: monthly usage fees of NIS 38.9. Screen/back panel/hinge repair cost – NIS 675, other repair cost (not screen/back panel/hinge) – NIS 299. The service is provided without obligation, and new members receive a NIS 40 discount for the purchase of accessories.
According to data from Pelephone’s laboratories, 60%-70% of failures are due to a broken display screen, 10%-15% of customers arrive with a broken back panel and a similar percentage arrive with an uncharged device. 5%-10% of the customers who come to the lab complain about a battery that runs out too quickly. Some devices arrive for repair with more than one fault.
About 18% of those who contact Pelephone’s laboratories did not back up their WhatsApp – some never activated the backup and some simply turned off the backup on purpose. This may result in the loss of all messages when moving to a new device. About 2% save all or some of their contacts only on the device without email backup, which may leave them without contacts when moving to a new device.
About 5% of the customers who come to repair the device, click on the links in phishing/spam messages and as a result, their device freezes, slows down its activity or some or even all the data on the device is deleted. If the customer backed up the data by email, it can usually be restored.
It was also found that about 20% of the customers, most of them over the age of 60, contact us with problems that can be sorted out on their own and in a fairly simple way, such as: weak audio, lack of reception for outgoing or incoming calls, lack of Wi-Fi, no Internet reception without Wi-Fi or a screen Dark. Pelephone emphasizes that all these problems are caused by changing the settings by mistake and the representative fixes them instead for the customer free of charge.
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