by Have you ever dropped your smartphone on the floor and broken the display or the back cover? The device no longer works and you want to get it back as quickly and as cheaply as possible. And globalisation plays a role here. Depending on the manufacturer, the smartphones are then repaired in Switzerland or in other European countries. As soon as the devices are no longer repaired in Switzerland, the repairs can be carried out more cheaply, which means longer waiting times for the end customer.
As head of repair at mobilezone reload, I deal with the challenges of smartphone repairs daily. As a company, we are interested in doing as many repairs as possible in Switzerland. Thanks to the CAS International Management course, which deals with globalisation, aspects of this have now been incorporated into our daily work.
The manufacturers of smartphones specify whether the devices are repaired in Switzerland or abroad. For us, a repair abroad means that we send the device in, which means the downtime for the end customer is longer than if it were repaired directly in Switzerland. However, due to the lower labor costs, the cost of a repair is lower. If the device is repaired in Switzerland, the costs are higher, but the customer receives the device back within three days.
The customer expects a fast and cost-effective repair
The two most important expectations of our end customers are a fair price and short downtimes.
- The price is not a major factor for customers who repair devices under warranty. This is because the costs are covered by the manufacturer within the warranty. However, if the device has been damaged by impact or the warranty has expired, the price for the repair must be in proportion to the age and value of the device. Otherwise, the repair will not be carried out.
- For all customers, regardless of whether the device is under or outside the warranty, downtime is important. This should be as short as possible so that you get your personal device with all the data back as quickly as possible.
It is precisely at these points that we see the two sides of globalization. Repairs can be outsourced from Switzerland to Eastern Europe. This means they can be carried out at a lower cost than in a high-price country like Switzerland. However, the devices are on the road for several days to weeks, which leads to a long downtime. Or the devices are repaired in Switzerland at a higher cost and the downtime is minimised.
The decision as to which of these two strategies to adopt is made by the manufacturer, as they are responsible for the aftersales area and how this is handled. We react to the given situation and try to offer the customer the best solution.
Optimised solutions for the customer through additional services
To counteract these challenges, we try different approaches. Where possible, we repair all devices in Switzerland and offer customers reasonable prices. If the device has to be sent abroad, the customer has the option of a replacement device. Alternatively, our customers have the option of selling their defective devices back to us and using the money to buy a refurbished device.
Globalization therefore also has a direct impact on the area of smartphone repairs. It offers opportunities but also risks that have a direct impact on the end customer.