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Sales Department
1. A customer needs to buy a product
⁃ All customer data is recorded (name – detailed address – two mobile numbers – the product he wishes to buy) and is sent to the sales department to communicate with the customer and execute the purchase request.
2. A customer follows up his purchase order through the sales department
⁃ His data is sent to the sales department to communicate with the shipping company to find out when the order will be received
3. A customer has a problem with a device that was purchased through our company, whether on our Facebook page or our showrooms
⁃ All data will be recorded and he will be informed by sending a copy of the invoice and warranty certificate, then activating a notification to the customer for maintenance or replacement
4. A customer needs to buy large quantities of products (hotels, companies, hospitals, etc…)
⁃ All customer data is recorded (name – detailed address – two mobile numbers – products he wishes to buy) and is sent to the sales department to communicate with the customer and implement the purchase request.
5. A customer needs to be an authorized distributor of our products
⁃ All customer data is recorded (name – detailed address – two mobile numbers) in addition to informing him to send the tax card and commercial register for the exhibition and sending them to the sales manager to communicate with the customer.
Installations
1. A customer needs installation for a new washing machine he purchased
⁃ A notification is activated to the customer and a technician is sent to the customer to install the washing machine and activate the warranty
2. A customer needs installation of a new heater that he purchased
⁃ If the customer has a gas line at home – he should be informed to contact the gas company for installation, and then inform us to send a technician to inspect the heater and activate the warranty.
⁃ If the installation will be done on a gas cylinder – a notification will be activated and a technician will be sent to install the heater for the customer and activate the warranty.
Maintenance Department
1. If a customer asks about the maintenance of a small home appliance or 32 screens
⁃ The client will be directed to the nearest center if the client is from different governorates other than Cairo, and a report will be activated on the system.
⁃ If the customer is from Cairo, the addresses of our maintenance centers in Cairo will be explained to him without activating a notification.
2. If a customer has a problem with any different device, whether a screen, a cooler, or a deep freezer
⁃ A notification will be activated to the customer and clarifies that the device will be withdrawn for maintenance inside the factory and will be delivered to the customer after maintenance is finished.
3. If the device’s remote is disconnected without breakage or problem, while the customer is under warranty
⁃ The remote will be replaced for the customer if the remote is intact and the customer is still under warranty.
4. A client has a maintenance center and wants to provide a service center for JAC in any governorate
⁃ All customer data is recorded (name – detailed address – two mobile numbers), in addition to informing him to send the center’s tax card and commercial registry and sending them to the after-sales service manager to communicate with the customer.
Technical inquiries
1. Customers complain that the catalog of some devices is written in English
⁃ A video clip is sent to the customer explaining the operating steps, or the customer is contacted and the steps are explained
2. Clients will need to know the steps to operate the internal receiver or operate the mobile phone on the screen
⁃ It will be explained to the clients that the device data is sent through the company’s WhatsApp, and the steps will be explained to them or a video will be sent to clarify the steps.
3. Other technical problems appear during operation
⁃ It will be explained to the customers by photographing the problem to present it to a technician and responding to them again after clarifying the steps through the technicians or activating the report to withdraw the device if it needs maintenance through the center.
4. A customer purchases a device through any retail or hyper outlet and needs a report to replace the device from the outlet from which he purchased it.
⁃ It will be clarified why there are no reports except for government agencies only, and a maintenance report is activated if you would like the maintenance to be done through us.
5. Spare parts
⁃ A customer asks for a spare part for a home appliance, such as (knives, microwave plates, remote, etc…)
⁃ The customer’s data is recorded and will be informed about the availability of the piece and its cost. Then it will be send to the governorate he’s in or received from the Company itself in Mokattam as soon as it is available.
6. A customer asks about outlets that sell spare parts for the device to maintain it outside the company
⁃ It will be explained that it is not possible to sell spare parts outside the company and that maintenance is done through us only.
Complaints
1. Delaying visits and installation times for new devices
⁃ The data is sent to the person responsible for distributing reports to the technicians to follow up on the problem and set an appointment for the customer as soon as possible.
2. Delaying the maintenance period
⁃ The data is sent to the person in charge of the governorate to follow up on the problem, send a report on the device, and inform the customer about it.
3. The device has been serviced by the company, and the malfunction occurs again after that
⁃ A new report will be made to the customer, and in case malfunction occurs 3 times the replacement of the device will be made after the approval of the administration.
4. Delaying the governorates’ withdrawal dates
⁃ The data is sent to the person in charge of the governorate to follow up on the problem, set an appointment as soon as possible, and inform the customer about it.
5. A customer is facing a problem with the center, whether it is a delay in sending the technician or he needs an additional amount other than what the customer was informed of when activating the report.
⁃ The data is sent to the person in charge of the governorate to follow up on the problem with the center and solve it immediately.
6. Customers are complaining about the delay in the withdrawal period beyond the period they were informed of, 72 hours (quick withdrawal)
⁃ We contact the shipping company to follow up on the itinerary and inform the customer of the time.
