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Salem partner takes distis to court

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DQW Bureau
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Salem-based channel company Rams, has filed a legal suit against Redington

and Ingram for not complying with warranty promised. The dealer has filed a suit

demanding for Rs 25 lakh from each distributor.

“In the past four to five years, we have been facing several warranty-related

issues, due to which we have lost several crores of business. Besides,

reputa­tion has taken a hit due to this,” said GV Ramanan, Customer Relationship

Manager, Rams.

The partner has alleged that when he brought the material from Ingram and

Redington he was assured that they carried a warranty of three-years but the

distributors refuse to confirm the same.

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“We deal with corporate customers and when we ordered the products we also

placed orders for Care Packs for extending the warranty up to three years.

However, warranty has not been upgraded in any of the products till date. When

our customers checked with HP service team, they were informed that we have sold

the products with a one-year warranty only. Now the customers are questioning

our code of conduct and are alleging that we have swindled them,” claimed

Ramanan.

The partner approached both Redington and Ingram about two months back, to

check the warranty status of the products but he is yet to get any update from

them. Generally, the vendor provides one-year warranty for any products and

upgrades the warranty to three years by adding another product called warranty

extension pack or Care Pack, which costs approximately Rs 5,000. Ramanan claims

that the warranty extension pack or the Care Pack is neither shown in the bill

nor does it get updated in the system.

“There is a serious contention, which every channel partner has to think of.

Every commercial product is sold with three years warranty and the Rs 5,000 the

customer pays for the Care Pack is either taken by the vendor or the distributor

or by both. This amount, when added up, will lead to several crores as more than

one lakh PCs are sold on an average across the country. The vendor or the

distributor is also not making things clear on who should upgrade the Care Packs

and things will get solved once we know this, as there are no proper education

from the vendors on the Care Packs,” Ramanan alleged.

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Ramanan also supplied The DQ Week with copies of the invoices of the products

which he brought and no invoice from the distributor carries any specifications

about the product including the warranty.

When Manoj Shankar, former Branch Manager, Ingram Micro, Coimbatore was

contacted he confir­med the news that Rams has filed a legal suit against the

company.

“We have given our part of solution to Rams and generic issues such as

warranty are to be addres­sed with the vendors, as distributors won't be able to

give any solution. We have passed on this notice to our legal department," said

Shankar.

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