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The
Association of Kolhapur
(CAK), recently held an event to launch a website of the
association.
Interestingly, the event brought to light a major issue about how the
partners in the region were facing service issues with
CAK currently has 170 members and
targets to enroll around 400 members in the days to come. “We have
registered around 30-35 members at the website launch. We assure our
members that with the help of our website www.cak.co.in, we will be
able to solve their problems in a more disciplined manner. The
dealers can directly log in their complaints on the website and we
will solve it within 24 hours,”
Shrenik
Bindge, VP, CAK.
But the major concern for most of the
channel partners around Kolhapur is the service issue related to
Intel. The channel partners are voicing their displeasure especially
regarding the attitude 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 Kolhapur, Rahul Patil, Secretary, CAK said, “Time
bound is the major problem we face with Intel. If we send the damaged
product to the Intel service center in Kolhapur, the local
representative does not have any spare part. And also they do not
have any other products to replace it. So, this ends us in sharing a
bad relationship with our customers.” The key issue that partners
face is that when the customers contact the representative of Intel,
they are never able to clear their doubts and problems.
with
the slowdown and partners relying on Intel, these issues are
resulting in loss of consumer-base for partners. Throwing more
light on the scenario
Bindge
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 do not
understand the reason for this late reply.”
Citing an example, he added, “I have
escalated the matter to Intel but to no avail. There has been some
issues in the Intel motherboard as well for the past one and a half
year. I have mailed Intel regarding the matter and even spoken to
them, but they keep on extending the issue. My business has been
badly affected for more than one year now.”
Another partner who did not wish to be
named said that there is no warranty for the physical damage of the
Intel motherboard. When they send the product for replacement Intel
returns it to the partner specifying it with a mark on it that it is
a physical damage.
Patil also added that the absence of a
service station in Kolhapur is the main cause of the problem. “We
have to send the product to Chennai because of unavailability of a
pick-up point in Kolhapur. Even if there is a slight pin problem in
the product, they do not replace. If these problems persist, we would
think about taking a mutual decision to ban Intel in Kolhapur.”
When approached Rajesh Gupta, Director,
West Region, Intel said, “We do not have a service center in every
city and the product is picked up through the mail order process and
the replacement is generally sent to the customers. Our product is
hand picked from the customer's place and delivered to them. We have
a Channel (service) Manager for the region and will ask him to
personally look into this matter. The Channel (service) Manager will
identify the issues in order to resolve them.”