For the past 5 years Smartpen has worked really hard to support ALL Livescribe customers across Australia and New Zealand. Over the past 3 months we’ve worked to extend what we do even further beyond what anyone else does in the market.
Because we’re dedicated to the Livescribe product we offer far more than simply competitive prices. This is important because it means piece of mind.
Here’s what else we do above and beyond competitive prices:
1. Multiple Contact Channels
Over the past 5 years we’ve identified and built a variety of channels so customers have a wide choice in terms of how and when they get support. Email and phone continue to be most peoples preferred channel
2. Extended Warranty
The Livescribe smartpen is provided with a standard 12 month warranty – we’ve decided to extend this to two years for our customers. This doesn’t cost you anything – it’s part of the value we provide
3. Direct Management of Warranty Claims
Probably the biggest issue we deal with every day is retailers, eBay dodgy merchants, and local shop-bots who seem to feel they are above the law and refuse to manage warranty issues. We manage warranty directly, you simply need to contact us and if the product needs to be replaced we’ll send the replacement.
4. Full Product Range Support
Unlike the retailers and shop-bots, Smartpen supports the full range of pens, paper, and accessories – in some cases we go beyond the product range by supporting complementary products like MyScript (we are still the only retailer offering MyScript as a standard part of the Echo product range).
5. Livescribe Guru
Like the Apple Genius Bar service, we are Livescribe gurus – able to quickly explain how you can get value from your Livescribe Smartpen, how to use it, best practice examples, education use-cases, on site school workshops, special ed tips. We can also help you understand which Smartpen is right for you or the person you are purchasing it for (an example of this are the value bundles we offer).
Our Public Reputation
As many of you will have noticed – when you purchase from us, we encourage you to rate our performance publicly – via Product Review – whether we were OK, dropped the ball, or exceeded your expectations – we’d like your feedback.
Real value Beyond The Purchase
Price is important – but ask your shop-bot or big-box retailer how they support you post sale?