LG Electronics East Africa is set to launch 5 new service centers in Kenya as part of a regional strategy to enhance reach and support to customers using its products.
The new service outlets will be located in Bungoma, Kisii, Naivasha, Malindi, and Nyeri counties, bringing to 14, the total number of LG service centers in the country.
The strategy will also see the company revamp its brand shops and open new ones in Kenya, Tanzania, Ethiopia, and Sudan, as it strengthens its last-mile reach to consumers through its growing network of retailers and distributors.
LG recently launched a campaign dubbed ‘Last Mile’ to customer support and after-sale service through its chain of service centers located in key towns, in line with its new approach to re-engaging consumers in the East Africa region.
Speaking during the launch of the campaign in Nairobi, LG East Africa Managing Director, Sa Nyuong Kim, said ‘Last Mile’ is a concept aimed at giving customers a memorable end-to-end experience with the company’s products, from the time they purchase them to the end of the product life.
LG has also expanded its customer fleet with an additional 16 vehicles and 3 motorbikes to support customers who may not be covered by the existing service fleet, even as it steps up efforts to sensitize consumers on identifying genuine products manufactured by the company, using a mobile-based authentication platform.
The company electronics firm is also keen on positioning itself as the leader in the growing market for wearables, driven by lifestyle changes due to the pandemic.
Mr. Lee said that ‘Last Mile’ was an integral part of LG’s ongoing consumer-driven activities to boost its presence and reach in the regional market.
During the event attended by the company’s service partners and resellers, LG also launched a revised Customer Service Charter emphasizing consumer experience as the focus of its engagements with customers from the point they purchase the item – an LG television, refrigerator, microwave, oven, washing machine or air conditioning system – to the end of the product’s useful life.
As part of the ‘Last Mile’ campaign activities, customers will enjoy free service among other perks. At the Point of Sale, the product will be delivered free, with free installation where applicable, including demos of new LG technologies like ThinQ.
When the customer starts using the product, they are entitled to a 7-day return policy for new faulty products, 2-year warranty,10-year warranty on core parts for home appliances, customer support on toll-free and WhatsApp, online listening via SNS, remote video call support, in-home visit within 24-hours after booking, and repair support by qualified service engineers.
During the product life time, customers will also receive support with repair even for out-of-warranty products at a fee and discounts on new product upgrades and purchases.
