🚀 go-pugleaf

Dear Friends,

We are from the new Internet online ARIS Customer Service team.  This team comprising 
of Internet Online Engineers is set up to specifically help resolve any enquiries 
that users may encounter while using an ARIS product and is facing other customer 
service related issues.  

After reading and analysing the few complaints posted in this newsgroup, we
noticed that GENERALLY, problems arised from system purchases more than 2
years ago and some of these are repeated postings.  

Though we are not denying that there are bound to be certain
misunderstandings and problems just as in any industry, the fact is that we
have already taken numerous steps over the past 1-2 years to improve our
service based on feedback generated by users to minimise it.  This is part
and parcel of our overall continual improvement efforts.

As much as any Customer Service Department in any company or industry will
try, it is impossible to satisfy users 100%, since there are also some
unreasonable user expectations.  Nevertheless, the measures that we have
taken include :

1.  Internet customer service. 
==============================

This Internet service is a dedicated online Internet conference to post
questions on all ARIS products and/or service.  The address is :  


****    http://support.aris.com.sg      ****            


In this location, you will not only be able to access our Engineers who will
personally read and respond to these messages EVERYDAY, users will also be
able to download the latest drivers and BIOS for almost all components in an
ARIS PC.  

After analysing service data, we discovered that quite a number of
incompatibility enquiries arise from outdated drivers or BIOS.  Moreover,
most of our user feedback had requested for a common loation to download
free drivers and BIOS.  

This online conference also allows users to share their personal experience
and at the same time have a generally faster turnaround time for minor
issues that can be resolved by our dedicated Online Customer Service
Engineers with advice on simple configuration twitches or updates.  

Alternatively, users can also access Frequently Asked Questions (FAQ) in our
product support section for all sorts of common specific product questions
and answers.  The address for FAQ is ;


****    http://support.aris.com.sg/product.htm  ****


At the same time, this location also has links to all our latest product
information as well as other really cool sites.

We will like to re-assure all current and new users that we are constantly
improving and we value all suggestions and constructive criticism that you
may have for any service issue related to ARIS products.  

For faster and direct response, please post messages at the dedicated ARIS
customer service server.

2.  Product Education
=====================

Our research findings also indicated that many users are still not very
familiar with the products that goes into each ARIS PC, thus resulting in
not knowing what they actually need when shopping for new PCs.

Though the Sales Team will try their best to educate new buyers on relevant
products, it will not be possible for the sales staff to provide complete
information for such a wide selection of products to choose from. 

Therefore, this specific section on product education serves to educate
consumers on the features and benefits of most components used in ARIS PCs,
thus reducing mismatched purchases due to lack of information.

This site also serves as a good information ground for those seeking
upgrades.  The site's address is :


****    http://www.aris.com.sg/aris/product.html        ****


3.  Hardware 
=============

Earlier findings indicated that monitors used more than 2 years ago
encountered some nagging problems, we have an special upgrade path for these
users if they encounter consistent problems with monitors.  Interested
users, please post message at : 


****    http://support.aris.com.sg/webboard/$webb.exe/list      ****


Eversince identifying this problem, we have been using Philips monitors as a
standard and we are pleased to disclose that Philips' failure rate has been
negligible and their service to-date is in line and at times even better
than the industry norm.

Motherboard incompatibility was also one of the earlier issues as also
experienced by many other computer brands, but since we have shifted to one
of the best motherboard manufacturers, the failure rate has been lower as
compared to industry levels.

Having addressed these 2 main issues, compatibility and reliability of ARIS
PCs is much higher.

4.  CASE
========

With the implementation of numerous service improvement measures, the number
of problems over the past year saw a dramatic decline and we even received a
commendation from CASE's Officers this year for our part in improving
service quality and product reliability.


CONCLUSION
==========

We are very sincere in helping users and if anyone of you still face genuine
problems, please post your message at :
        

****    http://support.aris.com.sg      ****


or e-mail to us at : custsvc@support.aris.com.sg

THANK YOU.

Best regards,
ARIS Internet Online Customer Service Team