An experience at a Laptop Service Store (GBS Systems & Services Pvt Ltd)

 

Shop Name: GBS Systems & Services Pvt Ltd

Location: # 390, Old Mahabalipuram Road,
Kandhanchavadi, Chennai

I am going to share my customer experience and what I observed at GBS Systems. Just the time when I was contemplating on which shop I should head towards for studying the customer experience it coupled with a technical difficulty of my laptop. For this I made my visit to GBS and there I got an opportunity as well to have a closer look on how the business operates at Laptop Service Stores.

I chose Thursday for going to GBS and reach there at 10:30 AM. On the ground floor there was a laptop and accessories showroom and on first floor there was the laptop service section. I directly went to the laptop service section. There already a customer was present and a technician was checking his laptop. In the mean time the lady receptionist Ms Rajini, welcomed me and asked what problem I was facing with my laptop. After 5 minutes the technician, Mr Suresh looked at my laptop and asked in detail about problems going with my laptop. Then he made me fill a form with all the technical details of my laptop and the serial no. of battery. He took the laptop to the Engineer’s room and asked me to wait outside as outsiders entry was prohibited there. Then I found some time to interact with the receptionist there. She told that that GBS began operating in year 1994 and there are total six outlets of GBS in Chennai for laptop repair and all brand are serviced here. She told they are also the authorized service centers for big brands like Lenovo, Acer, Dell etc. The staff strength was of five technicians there at OMR. All the high level service related to Laptop Motherboard, Hard Disk and LCD Screen was done there. In the mean time other customers were also coming to the store which showed that the Laptop Service sore was quite known there. Later my laptop was bought back and was told that LCD screen replacement will be required. For this he asked me to wait there and in the mean time he will order the LCD screen from the Lenovo Showroom in Chennai. I sat at a Sofa set there and kept on observing the people coming there for their various laptop problems. In most of the cases they kept the laptops with themselves for detailed examination of the problem or repair. They had also a room attached with the receptionist room where set of newspapers and magazines where kept for customers who were waiting for their laptops to be serviced. An hour later I was told that no person is available to bring the LCD screen from Chennai today and hence I have to come tomorrow. My takeaways from the GBS Store visit:

1)      Because it was a part of known brand chain it was quite popular in the surroundings as people could easily help me locate store.

2)      They had made measures of transparency as whatever laptop they took inside for examining they gave a proper receipt of it beforehand.

3)      The store is ISO certified and it was quite evident with the infrastructure and service provided there.

4)      There were also offering several service packages based on yearly basis.

5)       Its vast experience in the service field for about 18 years gave a sense of confidence to the customers which were quite evident there.

6)      There was no scope of price negotiation available there as they assured that there is a price uniformity across all the GBS stores spread across.

7)      They had a tie up with all the major laptop brands but it brought disappointment when they were not able to procure desired spare part on time and left a bad impression.
8)  After having a talk with other customers who were there, I noticed that they prefer coming to branded service chain as  they didn't mind shelling out extra money for the sake of assurance that they will be provided class service.

And this completes my observation at the laptop service store and how the business is conducted there.