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 Field inspections are done on customer machines being serviced by AA Office Equipment & Furniture Company and twice a year a representatives from Toshiba America Business Solutions Inc visits our facility for system compliance checks.
We are graded on our dispatch system. We have completely computerized dispatch system, which provides our customers with the state of the art service delivery.
Our technical training of technicians is graded. Toshiba requires two trained Technicians per model. We have a higher standard we require all of our technicians to be factory trained by Toshiba on every current model.
Toshiba checks to insure that we are using exclusive Toshiba spare parts and supplies. Use of non OEM parts and supplies precludes dealers from obtaining the prestigious Promasters Award.
Computerized maintenance of spare parts and supplies, we stock $250,000 in parts and supplies. We have upgraded our computer hardware system in 2007 and have upgraded or business software for 2008.
Toshiba requires an active customer relations program, we have two such programs one is a customer escalation program and the second consists of bi- monthly meetings for customer needs training and identification.
Service department facilities, repair shop, dispatch parts department, machine warehouse and administration offices are also inspected by Toshiba. We completed a complete remodeling of our Oakland facility in 1999 and remodeled our Hayward location in 1998.
End-user complaints per year monitored by Toshiba. We have one of the lowest rates in the country.
End-user escalation procedure in place for customer complaints, formalized written policy in place.
End-user perception index, this is a rating that is derived from customer surveys conducted by Toshiba.
Participation in Toshiba programs, "CREST", "DATE", "GEM", and "FYI". All administered at AA Office Equipment & Furniture Company.
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