Sunday, January 2, 2011

New Customer Loyalty Warranty Program

Starting January 1, 2011, we will be offering a totally new kind of warranty, called the Computer Room’s Customer Loyalty Warranty. For 3 years after the purchase of a new desktop computer from us, we will cover all hardware and software incidents from failures to virus infections for only $25 an incident!** We hope this new warranty will be more budget friendly, and let customers worry less about needing expensive repairs because their problem wasn’t warranty related. We are frustrated with people feeling forced to choose to lose their photos and other important data on their computers because they don’t want the expense or hassle of repairing their computer. As the prices of big-box-store electronics continue to fall, this choice becomes harder and harder!

We can offer this loyalty service program because we are focused entirely on providing local support to our community. We don’t sell anything on-line. We don’t sell on Ebay or even Craigslist. We only want to service our neighbors. My husband and I have lived in Fairview Heights for 11 years and have been operating the retail store since 2004, opening originally in Fairview Heights and relocating to Shiloh in 2007. The Computer Room isn’t a franchise, we have only 1 location, and we both work here full time as well as 4 other full time employees. None of the us work here “on the side”. All of our family’s livelihoods depend on the business our customers bring us, thus their loyalty is important to our survival and we hope the change in warranty for computers purchased from us will increase our loyal customer base.

Since we began selling computer hardware independently in 2001, we have been sensitive to only offering parts with the best (and least needed) warranties that we were willing to use ourselves. There are places to save money, and there are places where cheaper alternatives may be available but we simply won’t offer them because they aren’t something we’re willing to use. We aren’t changing the selection of parts we use. We just want to address the trend that we see few hardware related failures that apply to normal warranties compared to the general need for more general help with fixing software problems, setting up services or other software/hardware devices, and unfortunately cleaning up viruses that typically aren’t covered by any other company’s support or warranty offerings.

As we all become more dependent on our computers for our families’ memories as well as important business and financial data we want to make sure our customers can focus on the importance of protecting those things, rather than worry about throwing away and buying a new computer every year or two. The savings from simple annual tune-ups, recommended for all Windows-based computers, will save our customers $225 (based on our repair prices, already lower than rates offered by local big-box-store repair centers) over the course of 3 years if they buy their computers from us, let alone if any help is needed for a virus infection or other software problem. We hope the easy to budget incident charge will simplify service for our customers allowing them to not put off small problems making it easier for us to fix and start minimizing data loss and customer down time. We don’t offer under-powered, under-cooled, or not-upgradeable computers to advertise bottom-dollar pricing. Our base units start at $600 for home systems, $800 for business systems with redundant hard drive storage and big gaming or development workstations from $1200.

Thank you for nearly 7 years of great local community support for our business. We know loyal customers are the key to our success hope to add more of our community to our loyal customer base with this new program and grow our support staff to keep up and contribute more to our local economy.

** A 90-day DOA warranty will still apply in case of bad or early product failure