Handset giant shifts repair business to UAE in bid to improve service levels

Motorola channel buoyed by investment in regional market as mobile communications vendor enhances its hardware repair and services strategy with Middle East centre.

Motorola's enterprise mobility division has opened a new service centre in the UAE to handle updates, upgrades, servicing and repairs for customers in the Middle East.

The move marks a dramatic shift in Motorola's services strategy as the vendor previously pushed Middle East repairs through its European facility.

The handset vendor claims the centre will shorten lead times for channel partners and ensure customers receive efficient after-sales service.

"The Middle East is a very important market to us and we're making big investments to enhance the customer experience in the region," said Tarek Hassaniyeh, regional channel manager for Motorola's enterprise mobility business. "We used to carry out repairs for Middle East customers through in-country partners or our service centre in the Czech Republic, but this region is growing in a big way and needs consistent service so we decided to put a service centre in Dubai."

The vendor is offering two types of service: gold, which it claims will see the product fixed and returned within 24 hours, and bronze, which will take up to three days.

In addition to the centre - which covers markets in the GCC, Levant and Egypt - Motorola has introduced a new toll-free helpline to allow customers to contact the service centre at their convenience with queries regarding its devices.

Toni Junghaenel, customer services manager at Motorola's enterprise mobility business, says that not every device that reaches its service centres requires hands-on attention from the team so the company has introduced a toll-free hotline for customers keen to resolve their issues immediately.

"Customers can be secure in the knowledge that whatever their query, no matter how big or small, there is someone who can help them," he added.

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