Hanwha Techwin Europe invests in customer service

16 Aug 2016

Hanwha Techwin Europe has announced an expansion of its Customer Satisfaction Team.

In addition to investing in technicians based locally in countries across Europe, the company has also recruited a team of multilingual technicians and logistics experts who have been highly trained to provide advice on all products within the Hanwha Techwin wide range of video surveillance solutions.

'We know that having innovative, feature rich cameras, recorders and software that can provide installers and systems integrators with a competitive edge, is not enough,” said Bob (H.Y.) Hwang Ph.D., Managing Director, Hanwha Techwin Europe. 'In order to achieve our ambition to be the market leader, we also have to offer outstanding pre and post sales support services. This includes efficient fulfilment of orders, RMAs and repairs, as well as offering hotline telephone support for any customer who needs a rapid response to a technical query.

'The ongoing investment in our future by our new parent company means that we will continue to expand our customer service team in line with demand and in the process, work more closely with our customers. We are endeavouring to continually improve in everything we do and that is why all requests for technical support, RMA’s and repairs are recorded. These are key learning indicators which we can analyse and use as part of our product development cycle to ensure that our cameras and recording devices are the most reliable products on the market.'

Service

A facility in Holland, which provides a base for the Hanwha Techwin Europe multilingual team of technicians, also houses a repair centre which is enabling Hanwha Techwin Europe to consistently fulfil its commitment to a five-day turnaround on repairs if a fault develops. This is complemented by an Advanced Replacement service which is designed to provide installers with the assurance that they can repair a video surveillance system at the earliest opportunity.

Hanwha Techwin’s video surveillance products have proven to be highly reliable which is why the company confidently offers a full three year warranty. Nevertheless, it is appreciated that when a problem occurs, it can be frustrating to have to wait until a faulty product has been assessed before a replacement is supplied. The Advanced Replacement service means that if a product develops a fault during the first year of its three year warranty, a replacement will now be dispatched to a specified address within 48 hours of the request.

Customers who are part of the Hanwha Techwin STEP partnership programme can take advantage of the Advanced Replacement service for up to two years of a product’s three year warranty.

Logistics

The facility in Holland is also the company’s main European warehouse. Staffed by logistics experts, it is ensuring that the company can deliver all in-stock orders to anywhere in Europe within three days.

'Our ongoing investment in customer service is enabling us to react quickly and effectively to a wide range of pre and post sales demands,” said Bob (H.Y.) Hwang Ph.D. “Our distribution partners, for example, occasionally need to fulfil large orders which have not been forecasted. By working in harmony with colleagues in our manufacturing division, we are consistently succeeding in delivering within two weeks at least 90% of the products required for each of these orders.'

Heriot House
Heriot Road
KT16 9DT
Chertsey, Surrey
United Kingdom

Strandudden Gated Community
Product News

Strandudden Gated Community

Read more

What is WDR?
Product News

What is WDR?

Read more

Wisenet cameras help keep rail improvements on track
Product News

Wisenet cameras help keep rail improvements on track

Read more

Wisenet cameras help create safe environment at mental health units
Product News

Wisenet cameras help create safe environment at mental health units

Read more

Hanwha Techwin introduces Stainless Steel Wisenet X Cameras
Product News

Hanwha Techwin introduces Stainless Steel Wisenet X Cameras

Read more

Hanwha Techwin introduces Wisenet T Network Positioning Camera
Product News

Hanwha Techwin introduces Wisenet T Network Positioning Camera

Read more

A.I. Tech Business Intelligence Technology Sets the Benchmark
Product News

A.I. Tech Business Intelligence Technology Sets the Benchmark

Read more

Hanwha Techwin Europe Re-organise Product Management and Marketing Functions
Product News

Hanwha Techwin Europe Re-organise Product Management and Marketing Functions

Read more

Hanwha Techwin introduce Wisenet P two channel  multi-directional camera
Product News

Hanwha Techwin introduce Wisenet P two channel multi-directional camera

Read more

Hanwha Techwin introduces compact Wisenet Transport Solution
Product News

Hanwha Techwin introduces compact Wisenet Transport Solution

Read more

Hanwha Techwin introduce Wisenet Biometrics & Retail Solutions
Product News

Hanwha Techwin introduce Wisenet Biometrics & Retail Solutions

Hanwha Techwin and analytic specialists A.I Tech, have jointly engineered biometrics and retail solutions to enable small retail chains, as well as small outlets such as convenience stores, newsagents and petrol stations, to gain a greater understanding of the type and numbers of people who visit their stores.

Read more

Hanwha Techwin Introduce New Wisenet VGA Thermal Cameras
Product News

Hanwha Techwin Introduce New Wisenet VGA Thermal Cameras

The Wisenet range now offers even greater flexibility and choice with the introduction of new VGA resolution thermal cameras.

Read more

Hanwha Techwin launches Wisenet Intrusion Detection Solutions
Product News

Hanwha Techwin launches Wisenet Intrusion Detection Solutions

Read more

Hanwha Techwin launch space saving compact H.265 Wisenet dome cameras
Product News

Hanwha Techwin launch space saving compact H.265 Wisenet dome cameras

Read more

Hanwha Techwin launches Wisenet Group ANPR cameras for small site management
Product News

Hanwha Techwin launches Wisenet Group ANPR cameras for small site management

Read more

Wisenet WAVE VMS servers supported by BCDVideo
Product News

Wisenet WAVE VMS servers supported by BCDVideo

Read more

Wisenet cameras help keep Istanbul ferry passengers safe
Product News

Wisenet cameras help keep Istanbul ferry passengers safe

Read more

Spotlight on entertainment industry lighting & video solution
Product News

Spotlight on entertainment industry lighting & video solution

Read more

Hanwha Techwin Wisenet Wins iF Design Awards
Product News

Hanwha Techwin Wisenet Wins iF Design Awards

Winning awards for two consecutive years, Hanwha Techwin has demonstrated its global design competitiveness

Read more

Hanwha Techwin Europe  Announces Pan-European Marketing & Training Alliance With ADI Global Distribution
Product News

Hanwha Techwin Europe Announces Pan-European Marketing & Training Alliance With ADI Global Distribution

A joint initiative to promote benefits of Wisenet video surveillance solutions

Read more

Introducing Wisenet Retail Intelligence Solutions
Product News

Introducing Wisenet Retail Intelligence Solutions

The long standing technology partnership between Hanwha Techwin and Facit Data Systems has resulted in selected Wisenet cameras being able to take full advantage of Facit’s powerful Calculus server based intelligent retail video analytics software, to deliver a new generation of Retail Intelligence solutions.

Read more

NBM Technology Solutions to support Wisenet video surveillance solutions
Product News

NBM Technology Solutions to support Wisenet video surveillance solutions

Read more

Hanwha Techwin announces 2018 business plan with 5 core values
Product News

Hanwha Techwin announces 2018 business plan with 5 core values

  • Stronger solutions for specific vertical markets and optimised storage device line-up

  • ‘WE MOVE with trust’ in our valued customers
  • Read more

    Hanwha Techwin launches new VMS brand Wisenet WAVE is simple to set up & easy to use
    Product News

    Hanwha Techwin launches new VMS brand Wisenet WAVE is simple to set up & easy to use

    Read more

    Introducing Hanwha Techwin Intelligent Traffic Management Solutions
    Product News

    Introducing Hanwha Techwin Intelligent Traffic Management Solutions

    Read more

    Hanwha Techwin Introduces Wisenet AID to Keep Traffic Moving
    Product News

    Hanwha Techwin Introduces Wisenet AID to Keep Traffic Moving

    Read more

    Hanwha Techwin and TDSi technology partnership enhances the value of access control and video surveillance solutions
    Product News

    Hanwha Techwin and TDSi technology partnership enhances the value of access control and video surveillance solutions

    Video surveillance specialists Hanwha Techwin and access control experts TDSi, have successfully integrated Wisenet SSM video management software (VMS) with the EXgarde® PRO Access Management PC software application.

    Read more

    Kocaeli Metropolitan Municipality
    Product News

    Kocaeli Metropolitan Municipality

    Over 1,800 video surveillance cameras supplied by Hanwha Techwin have been installed to help protect local authority and government buildings located throughout the Kocaeli Metropolitan Municipality in Turkey.

    Read more

    Hanwha Techwin Awarded Cyber Essentials Certification
    Product News

    Hanwha Techwin Awarded Cyber Essentials Certification

    Hanwha Techwin Europe has been certified as compliant with the UK Government backed Cyber Essentials scheme.

    Read more

    Hanwha Techwin Wisenet X cameras integrated with leading VMS
    Product News

    Hanwha Techwin Wisenet X cameras integrated with leading VMS

    Hanwha Techwin has announced it has successfully accelerated its programme to integrate Wisenet X cameras with leading VMS solutions such as Genetec Security Center 5.6 and Milestone XProtect®.

    Read more

    WE MOVE with trust
    Product News

    WE MOVE with trust

    Hanwha Techwin announces its position in the market at IFSEC International 2017

    Read more

    List your business for free

    Create a business listing on the UK's leading security and fire directory

    Get the IFSEC Global newsletter

    The latest security and fire news, trends and insights