Why is after sales service so bad in India ?

3 problems in 3 weeks ! Our washing machine, the fridge and even the water filter and have had problems . In fact two of them are even under an annual maintenance plan costing us 1000's of rupees each year.

Yet, the service we have got from each of the companies, the first is a famous MNC, the second an equally famous Indian company, the third is known for its door to door sales people who pioneered water filters.

Yet, there are some TV manufacturers like Samsung who are offering 10 years warranty for the first time !

On the other side of the sales cycle, I saw full page advertisements today with gifts and prizes worth Rs. 6 to 10 crores from retailers as part of the Diwali Scheme.

Does it make sense for an unhappy consumer point of view, to ask me to buy their products when they cannot even service existing products ?

Every one is in a hurry to sell more and more to achieve their targets. Yet, the after sales service is so bad. The entire arrangement is outsourced, the mechanics are hardly trained on courtesy, on the products or even on time management. After repeated appointments, they come shabbily dressed, cant trouble shoot nor have adequate spares to support .

With each of these products are first time savers, the companies have done nothing to offer temporary replacements even at a cost.

Will the companies first look within existing customers , solve their pain points and service those who are already customers rather than just chase new customers with bigger and bigger prizes ?

Shivaram

Friend, Philosopher and Guide to Retailers.



Whirlpool, Godrej and Acqaguard. pl contact us !

Posted in: after sales service