ASIRT Grievance Cell deliver results on warranty support

ASIRT Grievance cell for member support is growing with members getting issues response within hours and complaints resolved within days and not weeks or months.

It was alarming to see members coming to the board with frequent warranty and support issues from vendors and their authorized service centres. So much that some complaints were pending since October and issues not fully resolved with vendor service centre promising component replacement after 40 days. The first such case reported to Grievance Cell was sorted within 3 working days.

With the formation of this cell members have limited reckless publishing of vendor issues on ASIRT mail forum. ASIRT once gets all the details of the issue including proof of purchase, details of correspondence and supporting documents, takes up the matter very strongly with the vendors for urgent resolution.

In 1 month of putting the mechanism in place, most vendors have obliged with necessary correction. However, in case of defaulting vendors ASIRT may take up the issue at ASIRT meetings as well for other members to not only learn of issues with particular products and services their industry colleagues are facing but also create an environment of trust and camaraderie amongst themselves.

Paresh Shah senior VP, ASIRT commented, "ASIRT has become such a driving force with business impact, no vendor wants a bad name within ASIRT community."

However, he clarified, that the role of ASIRT Grievance Cell would be currently limited to getting support from vendors and not filing police complaints, assisting with theft issues, insurance issues or government related matters. At least not currently.

"We will go to the vendors, put up a strong case for our member as per merits and demand they act upon their promises of warranty and support," Shah added.