Jalandhar partners complain of Su-Kam post-sales service

JALANDHAR, INDIA: Channel partners in Jalandhar are complaining about the post-sales service of Su-Kam. According to resellers, Su-Kam does not have a service center in the town, due to which partners are losing credibility among end customers. The nearest service center of Su-Kam is in Ludhiana.

Partners allege that for any service issue, they have to log a complaint at the center in Ludhiana and the executive of the company send a field engineer within a few days. Though the engineer does turn up in the next couple of days the service of the product remains pending for several weeks, informed Su-Kam dealers.

Rupesh Sharma of Computer Touch, a dealer of Su-Kam informed that though there are field engineers for site service, they do not provide on time service, and replacement of parts takes several days, which creates a bad impression on resellers in front of their customers.

“When we first started doing business with Su-Kam, we were asked to do billings of around 500 units, but afterwards we realized there is no service support. Dealers are losing credibility among customers and at times we have to offer Microtek products as a replacement,” said Sharma.

He further informed that as far as sales and marketing was concerned, Su-Kam had a considerable presence in regions like Ludhiana and Jalandhar, but they were badly lacking in service.

Elaborating on the issue, Rajiv Khanna of Computer Touch informed that the reason why vendors are not spending capital on setting up a service center could be due to recession.

It is also reported that Kumar Computer was earlier the distributor of Su-Kam, but after the service related issues started mounting, the company stopped its partnership with Su-Kum, and currently Su-Kam does not have a distributor in Jalandhar.

Amarjit Singh of Kumar Computers informed that for sales purpose they used to get complete support from the higher authorities of the company but the inclination towards providing a smooth service to the customers is poor.

Ravinder Saini of Net Pro, who has been facing similar problems, commented that while Su-Kam has a service center in Ludhiana, most of the times the contact numbers are not reachable.

“If we call their service center at 0161-3294780, it says the number does not exist. If we contact the local engineer, he turns up to take the defected piece but the time period of offering service on that product take a longer time. Moreover, the quality of service is not good enough. I eventually had to stop selling Su-Kam because we did not want to spoil our image in front of customers. Other dealers in Jalandhar have also stopped selling Su-Kam. This way the vendor would probably lose their market presence here,” Saini stated.

According to dealers, due to poor after-sale support customers are not preferring to buy this brand. When contacted, Yadvinder Ahuja, who heads the Chandigarh market, commented, “I do not have any idea why dealers are making such statement. We have 25 engineers in Punjab who are only dedicated to providing smooth after-sale support.” He added that if partners in Jalandhar are facing issues with the service support of Su-Kam, they should contact the higher authorities and get the matter solved.

“Till now, I have not got any such complaint from the region and if there is any issue we are ready to provide all possible assistance. Our engineers are always on the field to give support in this regard. Either partners are not logging their complaints or they are not approaching with the correct method. We have good presence across Punjab, and Jalandhar is one of our major markets. I will make sure that if there are any issues like this, it is resolved instantly,” he clarified.

The DQ Week impact

After the The DQ Week contacted Su-Kam in Chandigarh, the Su-Kam representative instantly contacted Computer Touch for pending repair issues and assigned a local engineer to provide service. Rupesh Sharma of Computer Touch said, “Because of The DQ Week the matter was elevated to higher authorities and we saw instant action from the company. I had a long chat with Su-Kam and the pending units have been sent for repair.”