Equipment miracle

The city project "Equipment Miracle" integrates the legal service centers for repair of digital equipment. Its main objectives — to solve a fraud problem from the illegal centers and exit masters and also to create the uniform quality standards of service and to legalize the market of IT services.

For February, 2019 within the project repair of computers, notebooks, tablets, smartphones, cameras and other equipment is performed. Requests for repair are distributed between the checked service centers, at the same time the platform provides transparent pricing, controls quality and terms of repair.

How it works?

If you need to repair the computer, the tablet or the smartphone, just visit the website http://ct.mos.ru and using a convenient form fill out the request. In the same place it is possible to look what technology of brands can be repaired. Describe a problem, leave the contact information and wait for a call of the operator. There were difficulties? Then it is possible just to order a call back directly on the website — and specialists of service will help to issue the request.

By the way, even if there is no brand of your device in the list, to you will try to help and will suggest to carry out diagnostics. According to specialists of Chudo-tekhniki service, most often the question rests against selection of component parts. If with them there are no problems, the device, most likely, will repair. The only thing that will definitely not take in repair — home appliances. The service does not specialize in it.

After execution of the request the courier leaves. Before acquiring the departure right to clients, each of them undergoes special training. It not only a communication training where tell how it is correct to communicate with people, but also is correct to handle the equipment how to fix what are problems.

The courier's tasks — it is attentive to examine the equipment, to photograph all chips and scratches if they are, to give the delivery note and the delivery-acceptance certificate. Then the computer, the tablet or the smartphone gets to one of the service centers connected to the platform.

In the service center the engineer carries out diagnostics. By its results in a personal account the description of breakdown and the program of repair with the final cost of works and component parts appears. The master can attach to the description of a photo of the disassembled device to explain that he happened to it.

Specialists of service highlight that there are no hidden payments in the price list, but if you do not agree with repair cost, will just return you the device. At the same time it will be necessary to pay the delivery cost and diagnostics. On diagnostics of the equipment service takes away one day, and repair on average occupies three. All exceptions are without fail discussed and approved with the client. As a rule, terms depend on that, how fast it is possible to find necessary parts. For example, some component parts need to be ordered, and it can take slightly more time. Observance of terms by the service centers — one of the main requirements of control service of quality. The guarantee for repair work makes three months. If after that the client repeatedly has problems, departure of the courier and works are performed due to service. The number of such warranty cases will be considered in the rating of customer service, and exceeding of an admissible threshold can become the basis for disqualification.

When repair is finished, the courier returns the equipment and reports documents on the performed works, including warranty. A bill for repair is made out before delivery. It is possible to pay it through a form on the website using the bank card.

Where does "The equipment miracle" work?

Now the service takes orders in all districts of Moscow, except Troitsk and Novomoskovsk Administrative Districts and Zelenograd. According to creators of the platform, today a priority task — to develop network of service and to connect new services to the project to expand a range of services. "The equipment miracle" already cooperates with four service centers, requests for accession to the platform of 15 more companies are considered now.

What testing is undergone by service companies?

During check of the new participating companies the attention is paid to their status, conditions which are created for repair, capability to maintain the terms stated by "An equipment miracle". Mandatory requirements — the service center should have permanent staff of competent masters, perform repair industrially and also have the license of large producers of digital equipment for implementation of warranty repair.

These are compulsory provisions which the center that it was connected to "An equipment miracle" should observe. All services should undergo testing in State Budgetary Institution Informatsionny gorod which supervises the project.

Where to complain?

If the client of a single platform "An equipment miracle" had problems with work of service or it did not accept quality of repair or the price, then he can always address on a hot line of the online aggregator: 8 (495) 587-88-87 or through a personal account on the website ct.mos.ru.

Why it to the city?

Now the market of repair of digital equipment reminds the wild jungle of the market of the taxi of approximately ten-year prescription. Set of small semi-official and "gray" services and private masters, low qualification and any guarantees …

"The equipment miracle" should make the same that made services aggregators for the taxi: bring the market out of a shadow, increase service quality, reduce quantity of claims and the conflicts.

Developing the project, specialists studied successful crowdsourcing platforms, both Russian, and foreign, for example the Indian Housejoy to which more than ten thousand checked service providers are connected now.

According to specialists of the Moscow Department of Information Technology, "The equipment miracle" will help to bring about 20-30 percent of the market of repair out of a shadow.

Now only legal entities — the certified service centers with the staff of engineers can become partners of the platform. But further also private masters will be able to submit the application for partnership. For this purpose they should issue the status of the business owner.

History

2018

More than 2.7 thousand people free of charge are serviced

The capital online service on repair and service of digital devices "Equipment Miracle" created with assistance of the Government of Moscow in 2018 serviced more than 2.7 thousand people free of charge, reported in the company on February 8, 2019. The Equipment Miracle project carried out actions of remote IT support for card holders of the Muscovite and the stock "Diagnostics for Thanks".

Actions according to the card of the Muscovite took place in February, July and November, 2018. By the certificate on free IT support engineers "An equipment miracle" using the special software far off on the Internet performed professional diagnostics of computers, notebooks and smartphones, checked devices for viruses and errors, solved problems and made recommendations about optimization of system operation and safe work on the Internet. Also specialists of an online service "An equipment miracle" in detail explained how to avoid problems with Internet swindlers. More than 1600 card holders of the Muscovite addressed for remote support of computers and 273 — for support of smartphones.

The action "Diagnostics for Thanks" was organized in October and November, 2018 for all residents of Moscow. Specialists told Muscovites what slows down operation of the device whether there are on it viruses or spywares, and advised how to solve or prevent emergence of problems with the equipment. More than 800 citizens took part in the stock "Diagnostics for Thanks".

According to "An equipment miracle", owners of computers most often complained of overheating and the high level of noise of the device, slow work, failures in work of the installed programs. Lack of protection on the computer or presence of viruses, a lack of the place on hard drives and RAM, a large number of programs in automatic loading and incorrectly set drivers was basic reasons of such problems.

Owners of smartphones were disturbed by problems with app store and the accumulator, transfer of files from the smartphone on the computer and also the crowded data warehouse, shutdown or notification settings. Often users just asked to consult on the general work with the smartphone.

The Equipment Miracle project performs important social function, helping Muscovites to get advice, it is correct to configure digital equipment and, if necessary, to organize repair work at reasonable prices in the checked service centers — Igor Safronov, the CEO of JSC Elektronnaya Moskva which carried out the actions "Equipment Miracle" noted. — It is confirmed by statistics — by our calculations, 40% of the citizens who addressed services of remote support — are more senior than 55 years. We noticed that people of the senior generation have, on the one hand, huge desire to learn to use devices, and, with another — fear of new technologies. And remote support helps to cope with a digital barrier.

The agreement with Rostelecom on development of the direction of the computer help

On December 27, 2018 the Rostelecom company announced the conclusion about "A miracle the equipment" the cooperation agreement. According to the company, according to the reached agreements, partners will actively develop the direction of computer home visiting service in Moscow: remote support, repair of equipment and departure of masters.

For 2018 thousands of Muscovites managed to estimate convenience of service already. And we received only positive reviews. For December, 2018 four co-branded products are provided, and in the near future we will expand a line. The Equipment Miracle project is created specially to provide to Muscovites the high-quality computer help and to exclude fraud cases from illegal services. The most part of problems can be solved without call of the master and transfer of the equipment to the service center – far off, and, so quicker and much cheaper. Igor Safronov, CEO of Electronic Moscow joint-stock company

Through the special program the master online is connected to the user's computer, carries out diagnostics of the device and fixes a problem. At the same time the user on the monitor sees and controls everything that happens to its computer. For December, 2018 on average remote repair takes 45-60 minutes. During this time the specialist can eliminate viruses and spywares, to set or configure software, to optimize work of the operating system and many other things. For receiving service the working computer and stable Internet access is necessary.

The format of cooperation with the city project "Equipment Miracle" allows us to reach the following level of service. It is sure, in December, 2018 long-term fruitful partnership began. Dmitry Erastov, director of the project and product office MRF PJSC Rostelecom Center

2017

Start of the program for installation of the licensed software on computers is more senior than two years

On August 7 the city aggregator "Equipment Miracle" integrating the legal service centers for repair of digital devices announced a project startup, designed to help Muscovites whose computers and notebooks are more senior than two years, to purchase a licensed software with economy to 50% and also to increase equipment capacity using installation of the SSD drive. The initiative is designed to help to upgrade the outdated equipment and to solve a problem of distribution of the unlicensed software in the city.

According to the telephone survey which is carried out by analytical division of DIT, Muscovites use about 8 million computers and notebooks from which 86% — are more senior than two years. Because of outdated software this equipment significantly loses in performance and risks to undergo the virus attack. Says about sharpness of a problem that 15% of respondents were recognized that they never installed the software on the device after purchase, and 45.6% never purchased paid programs, and only 17.8% use exclusively paid software.

Most of survey participants explained failure from purchase of license programs with the choice of a free analog (34%) and high cost of software (28%). Only 7% openly were recognized in use of "piracy" software. Most often Muscovites install office programs. 60% of those who install any programs do it independently, every fourth resorts to the help of relatives or acquaintances.

Emergence of our program is connected with the fact that Muscovites on hands have a large number of the old equipment and the market on its service is still not really developed. Providing to Muscovites the advantageous price offer, we help to upgrade the outdated equipment that it continued to serve longer and also we do the market more transparent and legal — Ivan Buturlin, the head of Equipment Miracle service said.

The initiative was supported by the companies Microsoft and "Kaspersky Lab". As result, within an initiative Muscovites have an opportunity to set license OS Windows 10, an application package Microsoft Office and also antivirus Kaspersky with economy up to 10 thousand rubles.

The research showed that for many Muscovites the cost of the software is a pacing factor of failure from purchase. So, 68% of respondents confirmed intention to purchase the licensed software at reduction in cost twice. Now Muscovites who are not able to afford purchase of the new modern device will have an opportunity on profitable terms "pump over" the computers and notebooks, having installed on them the latest Windows 10 operating system and a packet of Microsoft Office — Krzysztof Florczak, the director of the department of work with consumer segment of Microsoft in Russia commented on start of an initiative. — License Windows 10 will not just add performance to the second-hand device, but also will make safe Internet surfing.

Start of work in eight districts of Moscow

At the beginning of 2017 eight districts of Moscow the uniform platform aggregator on repair of computers, tablets and the Moscow smartphones "Equipment Miracle" ^[1] earned^[2]

2016: Creation of the project

The city project "Equipment Miracle" is created with assistance of the Government of Moscow. It works since 2016.

Notes