Support for NCR service customers affected by Hurricane Sandy

 

Hurricane Sandy: Update for NCR Service Customers

Shown below is an update to our valued service customers regarding NCR’s service efforts in support of the Hurricane Sandy recovery.

With families and businesses across the Eastern seaboard focused on Hurricane Sandy recovery efforts, NCR would like to provide you with an overview of our efforts to ensure service support continuity to our valued service customers.

Service Request Process
NCR service customers should input requests for service support via the normal processes whenever possible. This includes electronic input via the NCR@YS website as well as via telephone to our Americas Customer Care Center at 1-800-262-7782 (or your designated customer 800-number.)

Information/Tips to help NCR better support your IT service priorities
Prior to placing a service call, we encourage you to take the following steps:

  1. Shut off the power supply to equipment at damaged sites so that when power is restored, the equipment is not impacted by a power surge.
  2. Prior to placing a request for equipment damage assessment or restoral, verify that electrical power and communications lines to the system have been restored.
  3. Where possible, ask local store/branch personnel to reboot the equipment first. If the equipment is not operational, call in the service request via normal channels.


Service Delivery – Geographic Status UpdateNCR’s North America Services Command Center in Peachtree City, GA serves as the central point for the response effort, and remains in daily contact with field service leaders.
Notes:

  • New Jersey continues to enforce odd/even gas rationing. Gas lines in some areas are still approximately two hours long. NCR Customer Engineers in the NYC metro area were able to bring 110 gallons of fuel into the district on Sunday to support the recovery effort.
  • Government officials estimate that electrical power recovery across the hard hit areas will take an additional 5-7 days.
  • Additional NCR Customer Engineer (CE) resources have been dispatched to several affected areas in the northeast to assist with service volume. Plans to send additional CEs to NJ to support the recovery will be implemented once water recedes and electrical power is restored to more areas.
  • In NCR Service areas that are at full productivity, the CEs teams continue to whittle down the backlog of service calls caused by the event.

 

Status as of Tuesday, Nov. 6

Service delivery hampered by local conditions (e.g., power outages, flooding, travel restrictions) Northern New Jersey and northeastern Pennsylvania
Service is available in select areas. Expect some delays. New York City (improving daily)
Service is available. Some delays may be experienced. Southern New Jersey, southern New York, Connecticut, Delaware, Maryland, West Virginia, southeastern/central Pennsylvania
Normal service operations Western Pennsylvania, Rhode Island, Massachusetts, northern/western/southeastern New York, Maine, New Hampshire, Vermont, Maryland, Washington, DC; and all other states

 

Service Parts Status
NCR’s primary part stocking facility in Peachtree City, Georgia is in full operation, and we are continuing to build parts inventory in Peachtree as well as our hub in Memphis to support efficient and responsive parts deployment to impacted areas.

All airports in the impacted areas are now open and the flight delays/cancellations that were common last week have subsided. NCR is working closely with its transportation and logistics partners to stage additional parts as close to the impacted areas as possible.

The parts stocking location in NYC that was inaccessible after the hurricane is partially open, but all parts items coming in/going out must be carried to/from the 5th floor. NCR’s parts team has implemented work-around processes and is also working to facilitate parts shipments to CEs from other warehouse locations.

October 31, 2012