28 April 2020
To our friends in New Zealand,
As part of our ongoing response to COVID-19, Haier is working closely with teams around the world to ensure we provide a safe environment for our people, our customers, and our commercial partners.
Our business continues to operate with the same high standard of service we pride ourselves on at Haier, but with some changes around the way we work.
In these trying times, staying connected with each other is more important than ever. We invite you to connect through our digital channels and will provide updates here as the situation evolves.
Supply and customer service
We know the ability to replace, maintain or repair your appliances will be of utmost importance to you at this time.
Our customer service team, working closely with our product teams, are well versed in the at-home solutions that may allow you to troubleshoot your appliance without the need for anyone to visit your home.
We have expanded our global call centre to make sure that we can respond to every customer need.
For in-home repair, we have introduced a number of checks and balances for our mobile workforce to reduce risk of COVID-19 transmission. We do expect some delays as we increase the amount of checks and balances.
Our warehouse, logistics, and factory service teams are working on an 'essential employee only' schedule and are being guided through a contactless service process in consultation with each customer.
Delivery and installation
Where we do provide home delivery, we will be implementing a contactless delivery service. We will advise our customers on the process at time of booking.
As the COVID-19 situation continues to shift and evolve, our plans may too. What will not change, however, is our absolute commitment to making sure our customers, employees and trade partners are safe.
Remote working and physical distancing
We are embracing new ways of working with all our teams now working from home where-ever possible. Where this is not possible we are ensuring we are using physical distancing and other New Zealand Government guidelines to ensure people’s health and safety.
Our best and stay well,
Executive Vice President - Marketing & Customer Experience