Since Covid-19 hit Kenya in March, Carlcare like many other international companies has undergone positive change. We have recently introduced mobile repair home delivery service for our customers in Kenya. For only ksh 200, the customers who live in Nairobi can enjoy our doorstep home delivery service.
Mobile reapir home delivery is a convenient and cost-effective way of serving to customers at their home, office or any location they deem suitable. Some of the benefits of this service are:
- Saving Money: The delivery fee of 200Ksh is cheaper than the transportation cost for most customers who have to travel from their home/office to our Service Center and back.
- Time Saving: A convenient home delivery time can be selected or decided by the customer to receive phone from outlets. This will save the customer valuable time that they could have spent queuing at the service center.
- Safe:Reduces the risks taken by customers while traveling during the pandemic season, ensuring safety of customers, Carlcare staff and fellow Kenyans.
- Quality Assurance:The mobile phone will be checked again before delivery to ensure that the fault is completely repaired and the repair and home delivery service ensures complete customer satisfaction.
- Convenient:Once the repair work is completed, customer will get notified via an SMS and requested to book an appointment for home delivery or schedule a delivery date and time all at the comfort of their homes.
- Timely:Once a customer has confirmed the delivery time, the mobile phone will be delivered to the customer's location within 48 Hours (2 days).
Note:
- Currently the service is only available in Nairobi but shall be implemented in other counties once structures are put in place.
- The home delivery service means we will send the repaired phone to customers’ homes or any other locations they demand but the customers still need to take the faulty phones to our service center.
How to book mobile repair home delivery service
Just make a reservation for mobile repair delivery here so that we can understand your demands and prepare everything in advance if you live close to Nairobi.
How will customer use and pay for phone repair delivery service?
After registering the phone/work order, our staff will ask the customer if they would like to opt for delivery service. The cost of delivery and the repair estimation will be explained to the customer. The customer will then choose to pay the cost of delivery at the Service Centre or at the point of delivery. Paying methods include via Cash or M-Pesa
What details are necessary in order to avail home delivery service?
For the customer to get timely delivery, our staff needs to record accurate delivery information starting with the delivery addres, the customer contact number or alternate contact number in order to be able to reach customer during delivery.
When will the customer receive the repaired phone?
Once the mobile repair work is completed, the customer will get notified via an SMS/Call so that they can book an appointment/schedule a delivery time. After the notification, delivery will be done within 24 hours. In case customer is unavailable at the point of delivery, 2nd attempt will be made the next working day.
In case the delivery fails the 2nd time, the phone will be returned to Carlcare and no refund shall be processed.
Scenario 1: Delivery fee pre-paid - Customer can choose either to get the phone delivered again for 3rd time with an additional cost of 200ksh (for less than 0.5 Kg) at the time of delivery or customer can collect from the Service Centre.
Scenario 2: If the customer had requested payment of Delivery Fee at the time of delivery – However, after 2 unsuccessful attempts, the customer can either choose for 3rd attempt of home delivery, for which delivery fee shall be applied for 1st & 3rd Attempt. i.e., 400KSH (200KSH for each attempt) or customer can collect from the Service Centre, however the customer will have to pay the delivery fee for the attempts made.
What if the customer refuses to pay at the time of delivery?
Speedaf will ensure the phone is returned to Carlcare the next working day and the cost of delivery attempt shall be recovered from the customer when he/she visits service centre for collection.
What could cause a delay in delivery processing?
- Repair is incomplete, due to unavailability of spare parts.
- After repair, customer is not available at the mentioned time of delivery.
- Customer rejects delivery due to damage, not satisfied with repair work, etc..
- Wrong address, unable to contact/reach customer on address and phone number provided.
What happens if the phone gets lost/stolen/damaged during delivery?
- If shipment gets lost under Speedaf's care, an insurance cover for the value of the phone, the cost of repair (if there is) and the delivery fee has been considered. The customer will not incur any losses.
- If there is damage on any shipment under Speedaf's care, an insurance cover for the repair fee and the delivery fee is in place to make sure the customer does not incur any losses.
How will Carlcare receive the delivery fees from customers?
- Our receptionist will indicate the customer’s name and tag with 'HSD' (Home Service Delivery) for easy identification on CSM
- In the remark area for estimation, staff will indicate 'SPEEDAF 200'
Example:
Staff: Would you like to know about our Home Delivery Service and choose the service at a small fee?
Customer: Yes, I would like to know more and what details are required along with the cost involved.
Staff: Cost of delivery is 200ksh (for packages less than 0.5 Kg) and In order to receive the delivery on time, we would need your correct address where you would like to get the phone delivered along with your contact number.
Payment can be added in estimated cost of repair or you can choose Cash/Card (POS) at the time of delivery. Please note, our delivery partner name is “Speedaf”, this will also be mention in the work order and payment receipt.
Customer:
Scenario 1 - Great, I will opt and pay now.
Staff: Confirm the customer details and proceed for payment.
Scenario 2 – I will pay at the time of delivery.
Staff: Confirm the details given for scenario 2 and share the details with your Supervisor to be shared with Speedaf for payment collection.
