Customer Support
The importance that Gigawave places on customer support is undoubtedly
a major factor in the success of the company and the reason why Gigawave
is so highly respected, particularly in the broadcast television
industry. When you are involved in the live coverage of major sporting
events,
watched by millions of people, you need to know that you will get
the appropriate support when you need it.
Gigawave customer support engineers
are encouraged to develop a relationship
with a customers operational and engineering personnel. This kind of relationship
gives customers 24/7 access to a customer support engineer who understands
them and the equipment that they operate. It also provides Gigawave development
engineers with feedback as to how their products are performing in the
field.
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| Stuart Camper |
Raymond Kirkland |
Ji Zhiping |
Rod Brien |
The customer support team are responsible
for all aspects of Gigawave customer support, as follows:
Factory Training Courses
Where customers employ engineers with the appropriate
experience and/or qualifications, they are encouraged to send those
engineers
on factory training courses, held at the Gigawave Technical Centre.
These intensive courses range from 1-5 days and will train engineers
to configure equipment, diagnose faults, and effect on-site repairs
by replacing faulty boards.
Gigawave are renowned for
the hospitality that they offer engineers who visit the factory.
Accommodation is normally provided at the 'White Hart' an old coaching
inn and, where time permits, customer support staff will take oversees
visitors sightseeing.
Digital Product Training
To help customers get the most out of the new generation of Gigawave
digital microwave links, anyone purchasing digital products must
attend a Gigawave 'Digital Awareness' course, which covers both theory
and practice.
On-Site Training
Where Gigawave are involved in the supply and installation
of an integrated system Customer Support Engineers will normally provide
on-site training as part of the contract. Training is normally carried
out by a team of two experienced engineers and covers theory and
practice in addition to product/system maintenance
Equipment Repairs
Wherever possible, Gigawave prefer customers to return unserviceable
equipment to the factory for repair. Once it is booked in, equipment
is assessed before being passed to one of Stuart Lincoln's
test engineers for repair. Any equipment returned for repair, whether
under warranty or not, is also checked to ensure that it meets the
latest specification. Where necessary upgrades are carried out free
of charge.
Having been tested overnight, repaired equipment is normally shipped
back to the customer the next day by worldwide courier which can be tracked online.
Software Upgrades
Increasingly, software is being used to control Gigawave microwave
links. This is especially true of the new generation of digital
links, including the D-Cam wireless camera system. As software upgrades
become available, it is the responsibility of the Customer Support
Team to ensure that customers are using the latest release.
To upgrade to the latest software, in most cases all you need is a
laptop computer and suitable interface cable. Upgrades are normally
supplied on CD-ROM discs but can also be sent via email.
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