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Discount Two-Way Radio’s Service Department Runs Like an Indy 500 Pit Crew

Discount Two-Way Radio’s Service Department Runs Like an Indy 500 Pit Crew
by   |    September 17, 2019

Discount Two-Way Radio’s Service Department handles every kind of customer request known to the world of two-way radios. The Department is the front line and first point-of-contact for our customers who need assistance diagnosing radio problems, ordering new radio equipment, or expediting repairs.

“Our number one goal is to make our clients happy. Any issue they have, it is our goal and mission to handle it right away and the faster the better,” said Mario the Service Department Manager. “This department is on the frontline. We help each other out, and we listen to each other’s conversations. We’re always listening. If I can’t figure something out, one of my teammates will step in and offer suggestions that I haven’t thought about.”

Mario started with Discount Two-Way Radio 15 years ago, and quickly mastered nearly every job responsibility and department function Discount Two-Way Radio has, making him a critical resource for delivering concierge quality service to our customers while also acting as the “point-man” for all service-related issues.

“I’ll tell you; most people take weeks or months to learn DOS programming. Mario picked it up in a few hours! He’s a real leader here, and one of the most intelligent and hardest working people I know,” said Ben Burns, Founder and Chief Executive Officer of Discount Two-Way Radio.

In addition, to Mario, Gabriel, Luis, and Jerson make up the other members of the Service Department Team.

“We field anywhere from 40-50 calls a day. The calls range from scheduling radio repairs helping customers troubleshoot their problems. Ideally, we try to resolve any problems on the phone, so they don’t have to send their radios in. Every call and every customer are different, but our number one priority is to take care of the customer,” said Gabriel who has been with Discount Two-Way Radio for six years.

Jerson, the newest member of the Service Team, underscores trust and candor when talking with customers.

“Yes, I’m the new guy, but one thing I’ve learned here is we always emphasize honesty and integrity. It feels really good when I hear a customer tell me ‘I really have confidence you guys. I’ve been doing business with you guys for years and you’ve always been good to me and always do what you need to do to make my radios work,” said Jerson.

The DTWR Simple and Fast Repair Process

Discount Two-Way Radio has the simplest and fastest repair process anywhere in the country, and only involves three steps:

  • Fill out and Print our Repair Form.
  • Fill out and Print your FREE Shipping Label.
  • Pack your equipment and give it to a UPS driver.

We take care of the rest!

“We take it from there. When a customer sends in their radio’s for repair, first we double check the radios to make sure everything is working correctly. We attach the batteries, inspect the antennas, and run expert diagnostics to determine exactly what is wrong,” commented Mario.

Then radios go to state-of-the-art repair facilities where factory trained technicians escort the radios to a state-of-the-art repair facility where factory trained technicians use the latest technology to repair each radio within two days!

Finally, the repaired radios are repackaged and returned to the customer at no cost.

“No matter where you bought it, we can fix it and get it back to you fast. We repair all major brands. We use a simple flat rate pricing, two-day expedited shipping, and provide a 90-day warranty on all radio repairs,” said Mario.

Do you need your two-way radios repaired? Click here for more information about our repairs or call us at 800-895-5122.

Posted in: Two-Way Radio Tips