A month after it issued walking papers to six staff, tape drive and library manufacturer Exabyte has appointed Service Solutions to handle its on-site service agreements.
All tape drive exchanges and maintenance for existing Exabyte customers that have warranty contracts, which include on-site support, will now be conducted by Service Solutions.
The appointment of a services partner comes after Exabyte retrenched its entire service and support staff in Australia in line with global directives. In March 2001, Exabyte scaled down manufacturing facilities in Scotland, Germany and the US. At the time it was reported, the company was looking to retrench 250 staff globally in a bid to help shave $US20 million from its costs sheet.
Exabyte claims the appointment of Service Solutions will improve customer satisfaction.
"We are excited to embark on our new journey and are confident that our customers will benefit from our strategic enhancement program. Our new relationship with Service Solutions will indeed strengthen our services in Australia and New Zealand," said Richard Giddey, country manager for Exabyte Australasia.
Giddey said the vendor assessed "a number" of companies, including specialist logistics partners, before deciding on Service Solutions. Under the terms of the agreement, Service Solutions will provide a tape drive exchange service for faulty drives, with major repairs to be handled by Exabyte's maintanence facilities in Boulder, Colorado.
For Service Solutions, the appointment adds another technology area - storage - to the company's range of field service and depot repair services for Unix systems, Microsoft/Intel based PCs, Macs, digital cameras, projectors and communications products.
"Service Solutions has enjoyed a long association with Exabyte Service through our mutual customers and is now delighted to be Exabyte's After Sales Support organisation covering the Australian region," said Brian Noone, director of business development.