Getac Holdings Corporation

Products and Services
The Company upholds a customer-centric philosophy and is committed to providing high-quality and reliable products and services. We value long-term partnerships with customers and continuously listen to customer needs and feedback. By understanding customer usage scenarios and perspectives, we proactively provide professional recommendations and solutions to ensure product quality and service experiences meet or exceed customer expectations.

The Company has established a comprehensive quality management system in accordance with the ISO 9001 Quality Management System standard, including quality manuals and operational procedures. Customer feedback related to product issues, technical support, sales services, and after-sales repair services is systematically collected and analyzed. Responsible departments conduct root cause analysis, implement corrective and preventive actions, and incorporate findings into continuous improvement processes in line with the PDCA (Plan-Do-Check-Act) approach to continuously enhance product quality and technical capabilities.

Effective design is the foundation of successful products. Getac’s product design, development, and validation processes follow clearly defined management systems and procedures. From project initiation through concept design, design, engineering design, manufacturing design, and product launch, each stage includes standardized validation checkpoints that must be completed before proceeding to the next stage. The Company continues to invest in advanced manufacturing processes and inspection equipment to increase automation and strengthen the staffing and expertise of product validation personnel.

At the same time, regular AFR (Annual Failure Rate) review meetings are held to analyze product failure causes and develop corrective actions. Relevant handling results are systematically recorded in databases as important references for future R&D design and quality improvement activities.
 

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Sales and After-Sales Services
Subsidiary Getac Technology is responsible for the global marketing and sales of the Getac rugged computer brand. In recent years, the Company has continued to strengthen localized marketing and service capabilities through close cooperation with regional strategic channel partners, developing product messaging and marketing activities tailored to local market needs to enhance brand communication and market penetration.

Guided by the management principles of “Intelligence, Transparency, and Efficiency,” the GETAC brand has introduced AI assistants as digital service entry points in the market, providing global customers with consistent, up-to-date official information across different time zones. The Company has also established repair centers or authorized service partners in major global sales markets to provide timely and professional after-sales support. Service locations continue to expand based on sales scale and customer needs to enhance service accessibility and response efficiency.

The Company also continues to enhance interactions with customers and channel partners through ongoing optimization of information systems. Systems including the Partner Portal, E-Quotation system, Marketing Automation platform, and the second-generation Service Portal have been implemented to systematically provide product information and after-sales repair services. These platforms help channel partners quickly access product and service information, while allowing users to independently manage products and download recovery tools. Combined with video tutorials and self-diagnostic functions for real-time troubleshooting, these systems further improve service quality and customer satisfaction for end users.

In addition, the brand’s official website provides dedicated service inquiry mailboxes for customers to submit product- and service-related inquiries or complaints. Other subsidiaries engaged in OEM businesses have also established clear operating procedures for product delivery and post-delivery service processes to ensure delivery quality and enhance customer satisfaction.
 

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Customer Satisfaction Survey
Getac and its subsidiaries uphold a “customer-oriented” quality management philosophy. Through systematic customer satisfaction surveys and feedback management processes, the Company continuously collects and analyzes customer opinions regarding products and services. By objectively evaluating gaps between Company performance and customer expectations through data analysis, the results serve as an important basis for continuous improvement of the quality management system.

The Company conducts customer satisfaction surveys at least once annually. The sales department leads the process by inviting customers to complete questionnaires covering product quality, product introduction processes, sales services, and technical support. The Global Customer Service Department is responsible for consolidating and analyzing survey results, and collaborates with relevant departments including R&D, product planning, sales, marketing, engineering services, customer service, and manufacturing to conduct root cause analysis and improvement tracking for items that fail to meet standards, ensuring timely responses and corrective actions. In addition, at the mass production stage, operating sites focus on internal process management through COPQ data monitoring, while strengthening customer trust through advanced QBR evaluations to build comprehensive quality competitiveness.

The Company also continues to monitor market trends and competitive dynamics through irregular customer visits, feedback collection, and communication activities. Relevant findings serve as important references for setting customer satisfaction targets and planning quality and service improvement initiatives for the following year. In 2025, all subsidiaries of Getac achieved a 100% response rate target for annual customer satisfaction surveys, with an actual response rate of 100%. Overall customer satisfaction also exceeded the established target score of 88 points, reaching 95.6 points, demonstrating the Company’s commitment to continuously improving service quality and deepening customer trust.

The Company also conducts cross-analysis of customer satisfaction survey results with actual customer complaint data and service performance indicators, which serve as an important basis for establishing quality and service improvement objectives for the following year, ensuring that improvement measures effectively address actual customer needs. In addition to annual customer satisfaction surveys, the Company implements differentiated customer relationship management practices based on different customer groups and product characteristics. For key customers and long-term business partners, the Company maintains regular communication meetings, dedicated service contacts, and project review mechanisms to promptly identify changing customer needs and improvement suggestions. For OEM customers, the Company places emphasis on delivery quality, technical response efficiency, and project management transparency to strengthen partnerships and build mutual trust.

 

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Customer Inquiry and Complaint Channels
Getac places great importance on handling customer feedback and complaint cases. Upholding the principle of “timely response and effective improvement,” the Company ensures that every customer issue is properly addressed and continuously monitored. To effectively manage customer feedback and complaints, the Company has established corrective and preventive mechanisms for customer complaints and nonconformities in accordance with the ISO 9001 Quality Management System and has implemented the Customer Complaint Management Procedure as the governing guideline. Sales or OE personnel serve as the primary contact points for receiving customer complaints. Upon receipt of customer feedback, each subsidiary coordinates the relevant departments to investigate and address the issue. Certain complaint cases adopt the 8D problem-solving process based on case characteristics and customer needs, jointly formulating corrective action recommendations. The overall response timeline may vary slightly among subsidiaries based on their operational characteristics. In principle, customers are provided with updates on case progress or short-term containment actions within 12 hours to 1 business day. Root cause analyses and corrective action plans are generally completed within 3 to 7 days. For complex cases, project-related issues, or complaints involving overseas customers, the processing period may be extended as appropriate based on actual circumstances or customer requirements, with continuous follow-up maintained until the case is formally closed.


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To ensure customer opinions are fully expressed and fairly handled, the Company provides diversified and convenient complaint and feedback channels, allowing customers to select appropriate communication methods according to their needs. All cases are recorded, categorized, and tracked in accordance with established procedures to ensure consistency and traceability throughout the handling process. For recurring or systemic complaint cases, the Company further reviews the effectiveness of existing corrective measures and, when necessary, initiates cross-functional improvement projects to address root causes from the perspectives of systems, processes, or product design, thereby reducing the risk of similar issues recurring.
In 2025, Getac received a total of 76 customer complaint cases, primarily related to product quality and delivery issues. As of the end of the reporting period, all cases had been resolved and successfully closed, resulting in a 100% closure rate, demonstrating the effectiveness of the Company’s customer complaint handling mechanism.


The majority of complaint cases were related to product quality issues, including process abnormalities, appearance defects, dimensional and structural defects, functional abnormalities, incoming material issues, and labeling inconsistencies. Based on the nature of each issue, the Company adopted corresponding corrective measures, including root cause analysis, optimization of production processes and operating procedures, enhancement of employee training, and corrective adjustments for dimensional and structural issues to ensure products met customer specifications and continuously improved quality performance. Other cases were addressed through appropriate corrective or remedial measures according to actual circumstances, while maintaining timely communication with customers to minimize impacts. Certain cases were also confirmed to result from abnormal customer usage, and the Company promptly communicated and clarified these situations with customers.