Service issues related to major brands like HP have come up with the channel
partners in Nashik. The channel partners are voicing their displeasure,
especially regarding the attitudes of the representatives of the service
providers. The lack of proper service facilities is hampering the credibility of
channel partners, as they are unable to offer efficient service support to their
customers.
Speaking about the situation in Nashik, Ajay Sonar, Executive Member,
Computer Association of Nashik (CAN) said, "Response time is the major problem
we face with the service providers in Nashik. If we log a call for a customer
who has developed a problem related to components, the local representative
generally doesn't have any spare part. To add to it, they don't have any other
product for replacement on a short-gap basis. These factors lead to an
unpleasant rapport and thus relationship with our customers."
Another key issue that the partners are facing is that when customers contact
the toll-free representative of HP, their doubts and problems are never cleared
satisfactorily. "We have received complaints from our customers, that the
toll-free representatives ask technical questions. As the customers find it
really difficult to answer such queries, they turn to us for help," sighed
Sonar.
Throwing more light on the scene, Pramod Sarode of Micronics Systems said,
"We are getting numerous customers who are complaining about the service time.
The basic time to log a call and get any product repaired is about 15-20 days
which is too long. I don't understand the reason for this delay." An exasperated
Sarode added, "There had been some issues in HP notebooks for the past two
months. I mailed the company regarding the matter and even spoke to them, but
have not got any answers till now as they keep on stretching the issue. My
business has been badly affected for the past five to six months."
Ideally, if the product is within the guarantee period, then the company
should repair it free-of-cost. But the partners claim that HP representatives
charge the dealers and the customers even if the product is well within the
warranty period. "I think that the partners should initiate an agreement
arbitration from the court wherein it be stated that the expenses regarding the
service issues will be borne by the company itself," suggested Sharad Mishra of
Alpha Automation.
Sameer Mathur, Head-Solution Partners Organization, HP India said, "Our
service team is flying down to Pune in a week's time to understand the issue and
talk to the representatives." According to HP, they will identify the general
issues and the resolution of the same will be provided to the channel partners.