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We provide comprehensive services based on our mission to be "fast, right, and friendly".
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| What is the ETAC Customer Support Center (CSC) |
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 This is ETAC's unique service base where planning, designing, marketing, and servicing of our products are carried out under one roof. In addition to its well-established organizational structure and abundant manpower, we respond to our customers' needs "promptly", "effectively", and "in a friendly manner" with the CSC engine* which utilizes the latest technology.
*CSC engine stands for Customer Support Center Engine and this includes the following 3 ETAC original functions.
1) Customer database
This is ETAC's original customer database which is managed with our inhouse computer system, NQR(New Quick Response). The history data of every product lot No. from delivery to disposal enables us to provide fast and accurate services to our customers.
2) Voice mail
This is a system which records tele-conversations with our customers as voice data and provides them to our service bases across the country. Because this system allows CSC and each service base to share the information provided by our customers, miscommunication of request details or appointment dates can be prevented, allowing us to provide more attractive and detailed services.
3) CSC partners
The companies that signed an operating agreement with us are called CSC partners (service agencies). In addition to Japan, we have CSC partners in China and ASEAN countries as well, and the number of CSC partners is increasing. Our CSC partner companies have multiple engineers who attended our designated service training programs and passed engineering skills test. ETAC CSC retrieves, selects, and dispatches the service engineer who is nearest to and who can visit the customer (service request point) fastest in order to provide fast and accurate services.
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| Our major services |
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·Performance and function-related inquiries
·Troubleshooting for malfunctioning products, repair
·Operation-related inquiries
·Inspection and calibration-related inquiries
·Selection of optional equipment, quotations, delivery, installations
·Consultation on shifting and using our products in overseas.
·Consultation for replacement needs
·Consultation on environmental-friendly disposal and handling, etc.
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| Types of our support services |
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Our customers are able to select the best-suited type of support services according to their purpose and frequency of usage, etc.
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| Type of services |
Description |
Fees |
| On-call service |
Our support service is provided each time when a problem occurs. (No contract is required.) |
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| Regular inspection service |
Inspection is carried out regularly. No maintenance contract is required. |
<Optional services>
Calibration
+
calibration certificate
(ISO compliant) |
| Maintenance contract |
A One-year maintenance contract needs to be signed for inspection of equipment, etc.
| <Advantages of maintenance contract service> |
| 1) |
No need to pay for any travel expenses or technical fees if any problems occur after we complete an inspection. |
| 2) |
Convenient for allocating a fixed maintenance budget. |
| 3) |
No time loss at the time of failure. |
| 4) |
Economical because your products are always kept in the best operating conditions by regular circuit cleaning, etc. |
| 5) |
Latest version will be made available to you upon release. |
| 6) |
Priority booking for inspection. |
*There may be some exclusions from these terms depending on the product (refrigerator, etc.). Please contact us for more details.
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<Optional services>
Calibration
+
calibration certificate
(ISO compliant) |
Calibration service
(ISO compliant) |
Calibration service is provided whenever necessary. (No contract is required.) |
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| "5-minute technical advice service" |
Our engineers will exchange information with our customers for about 5 minutes after servicing work is completed. This is ETAC's unique service which aims to provide routine maintenance information so that our customers can prevent any possible failures in the future. |
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| This is a guide to our basic fee structure for a "maintenance contract". |
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Copyright(C): 2006 Kusumoto Chemicals Co., Ltd. ETAC Division. Allrights Reserved. |
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