Hyderabad dealers association puts customers in the front

Hyderabad based Twin-City Computer Dealers Association (TCDA) has chalked out a strategy to work for the interest of the dealer community wherein the association is going to work towards a better dimension of customer satisfaction to make sure the channels community gains profitability and prosperity within the region. "Profitability is something which we want to increase and it is directly related to the customer satisfaction, so we will have to make sure that proper customer care is done to achieve profitability," said KVR Menon, President,
TCDA.

To initiate the process of having better customer satisfaction, the association is taking the issue of 'replacement' and 'dead on arrival' material very seriously. "The issue of replacement and Dead On Arrival (DOA) has been taken very seriously here," he added.

In a bold move, the association has recently issued letters to all the distributors asking that all the DOA cases should be returned to the point of purchase only. "The point of purchase is responsible for the replacement of all DOA material and the dealers need not go to the service center. Also we have suggested that for all DOA cases there should be immediate replacement or credit note of the product to be given to the dealer. This will help us position ourselves in a better way with regards to customer satisfaction," he added. In addition to this, the association has also issued notices to the distributors regarding the replacement of the defective products. 

"There are times when we have complaints about the replacement of products and it's a big problem for us, we are loosing our money over here. So we have decided that if a product is found to be defective, the distributors are liable to replace it with a
new piece or pass the credit note on the current market price of the product," he explained.

Earlier on February 4, the association had called for a meeting with the distributors and it was well attended by distributors from Epson, Canon, LG, Wipro, TVSE, Tech Pacific and Ingram Micro. 

"HP could not come for the meeting but we have conveyed our message to them. They have taken it seriously and we have given them a time frame of about 14 days to react to this, otherwise we have no option but to 'go slow' with that particular distributor who does not complies with this issue," he informed as a matter of fact.

As the association puts a brave front with the distributors, it is all set to set an example for the channels community. "We are not doing it just for the sake of creating an example. This problem means loss of business for us so its time that we act swiftly and put our point across to the distributors the best way possible. After all our success is only possible when our customers are satisfied and we believe that a move like this will help satisfy them in a better way," Menon concluded.

Formed about four years back, TCDA has more than 140 members and the association is focusing itself as a common platform for resellers and distributors to meet and interact for the benefit of the channels community within the region.

Zia Askari

(CNS)