Primarily operating through online marketplaces such as Amazon, eBay and Back Market they are well-versed in E-commerce and specialise in buying and selling a variety of electronics, including both new and second-hand items.
They faced several challenges relating to phone repairs and warranties. As a business that sells a large volume of both new and second-hand phones on Amazon, they frequently encountered returns that required repair or replacement. However, as they were not able to service these phones directly with Samsung, they had to manually book in each phone, which was a slow and cumbersome process. BASEO (trading as E-Trade Tech), was struggling to find a reliable partner to help them with their phone repairs and warranties.
We were able to provide them with the range of services and products to help address the issues they had with high volume repairs and warranties. Specifically, we:
- Provided them with a comprehensive warranty service, including bulk access to streamline the warranty process. This allowed BASEO to send as many units as they needed for repair, without the limitations and delays that they had previously encountered.
- Provided expertise in phone repairs and warranties giving them the necessary support to handle returns efficiently and effectively, ultimately allowing BASEO to focus on growing their business.
- The ability to streamline their returns process and improve their overall customer experience.
- Direct access to original Samsung parts and parts from other manufacturers, ensuring that all repairs were done to the highest standard. This access to genuine parts helped to increase customer satisfaction and trust in their products, enhancing their reputation in the electronics retail market.
Our expertise and support essentially helped BASEO overcome their challenges. The partnership helped them streamline their returns process, reducing delays, improving efficiency and their overall customer experience. With direct access to genuine Samsung parts and other manufacturers, they were also able to provide high-quality repairs to their customers – enhancing their reputation as a reliable and customer-centric electronics retailer.
Our on-demand repair service provided BASEO with the flexibility they needed to handle returns quickly and efficiently and as their business relationship with us, they also received discounts on direct repair costs, helping to reduce their overall expenses.
One of the key outcomes of the partnership was the ability to offer customers a 1-year warranty on their purchases, providing peace of mind and additional value to their online customers.
Andrei, a BASEO (E-Trade Tech) customer through Amazon said:
“I recently had to utilise the repair service provided by this company, and I couldn’t be more pleased with the experience. The staff were incredibly helpful and professional, and they went above and beyond to ensure that my issue was resolved quickly and efficiently. Thanks to their excellent warranty service, I was able to get a replacement for a faulty product without any hassle. I appreciate the peace of mind that comes with knowing that I can count on this company to stand behind their products and services.”
Sarah, a BASEO (E-Trade Tech) customer through Amazon, said:
“I’ve had to use this company’s repair service on a few occasions, and I’m always impressed by how knowledgeable and friendly the staff is. They make the process easy and stress-free. The warranty service provided by this company is top-notch. I had an issue with a product that I purchased, and they promptly resolved the issue to my complete satisfaction. I highly recommend them to anyone who wants to work with a company that values their customers.”
Other customer feedback has included:
- “The repair service was fast and efficient, and I was back up and running in no time.”
- “The warranty service saved me a lot of money and hassle when my product stopped working.”
- “I appreciated the clear communication and updates throughout the repair process.”
- “The staff was friendly and helpful, and they really went out of their way to make sure that I was satisfied with the service.”