Huawei partners with Kenyan firm to enhance customer services

Chinese telecommunication firm Huawei on Wednesday launched a service center in Nairobi in partnership with Kenya's Tricom Technologies in a bid to improve after-sales services to its customers.

The service center will enable clients to benefit from the expertise of the technicians from the two firms on hardware maintenance, repairs and have a deeper understanding of Chinese devices.

Huawei Devices Sales Director, Dharmaraj Diwakar, said the company directly engages with its customers through such services, which he noted will simplify the process and enable the two partners to better understand user perceptions and requirements to improve their devices.

"The center will act as a physical platform for relationship building with new and repeat device buyers. The service team will be in a position to collect feedback and recommendations directly from customers," Diwakar said.

Tricom Technologies Managing Director, Johnson Waweru, said the joint venture will allow for better services and care for customers because they will be assured not only of quality devices but will also be well catered for if they run into any inconvenience.

"This will do more to put the customers' mind at ease and will in turn allow them to confidently use technology," he said.

Huawei selected the partner after a rigorous process that involved assessing their financial and technical capabilities and their conformity to international repair standards.

The affiliation intends to ensure that all Huawei customers have easy and convenient access to in-warranty and out-of-warranty services and will be achieved by opening multiple authorized service centers, and collection points with other partners across the country.

Huawei's products and services are available in more than 170 countries, and are used by a third of the world's population and ranked third in the world in mobile phone shipments in 2014. Endit