Costco Connection - December 2011

inside costco

Costco’s Concierge Services provides the perfect fix

At your ser vıce

Simple, direct and fast is the way to address tech issues.

IRIDIO PHOTOGRAPHY

Consumer reporter Pat Volchok gives a behind-the-scenes look at Costco products and services. Send your questions about this article to: buyingsmart@ costco.com.

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WHAT IF THERE was a technical support center you could call for free setup and assistance for the lifetime of your computer, television or tablet? And what if the average call time to reach one of the service’s live, knowledgeable agents was about 20 seconds and most issues were resolved in less than 20 minutes? If you’re a Costco member, all this and more is available to you through Costco Concierge Services at 1-866-861-0450.

Costco Concierge Services (CCS) has expert-level technicians offering free technical support seven days a week, 17 hours per day (excluding holidays), to help members with a whole cartload of electronic products o;ered by Costco warehouses or Costco.com.

More than 4 million members have made the call to CCS since its introduction ;ve years ago—but I’ve not been one of them.

However, a;er talking with Costco Concierge Operations buyer Franny Mooney I’m now a user— and a believer.

Here’s our conversation.

78 ;e Costco Connection DECEMBER 2011

Pat Volchok: I have a feeling I’m going to kick
myself for not using Costco Concierge Services. Tell
me about the program.

Franny Mooney: We realize that, for many people, setting up and operating today’s electronics can be complex. ;is is why we o;er free tech support for the lifetime of many of our devices. We assist with setup, product use, integration with other electronic devices and any other technical questions our members may have. If a member’s product needs in-warranty repair, we’ll guide him or her through the process from start to ;nish.

PV: I thought this program was only available
during Costco’s 90-day electronics return time or was
part of the product’s warranty.

FM: Costco Concierge Services is separate. We average more than 3,000 calls a day, o;ering free tech support for the lifetime of all televisions, computers, touch-screen tablets, projectors, cameras, camcorders, MP3 players, home theater systems, DVD and Blu-ray players, all-in-one-printers (stand-alone), monitors (stand-alone), routers and pressure washers purchased from a Costco warehouse or Costco.com.

Speaking of warranties, CCS has repaired nearly 100,000 TVs and computers that were beyond the manufacturers’ warranties, which Costco members otherwise would have had to pay for.