Aftersale Services in Air Conditioning Sector - Addl Inputs
Below are some of the solutions, root causes and issues raised by you in regards to air conditioning services. Please review and share any additional inputs you may have.
We look forward to your inputs!
Improving Air Conditioning Services - Solutions
1.Companies should be bound by law to keep their commitment of service visit time
2.Standards should be set for after-sales service in terms of pricing and quality
3.Any loopholes in the existing laws should be immediately plugged
4.The service personnel should be qualified and well trained
5.The servicing team should carry a pricing catalogue issued by the company, which has prices of different jobs written clearly
6.Companies should do something to inform consumers about what work is free and what should be paid for
7.Manufacturers should ensure that they vet the contractors well before offloading after-sales service to them
8.The end-of-life period should be mentioned on the air conditioner packaging
9.The customer service helplines should be well manned
10.After sales services should be indicated clearly in a contract with the consumer at the time of the purchase
11.Complaints must be attended to within 24-48 hours
Air Conditioning after sales service – Root Causes
1.Strict laws in the area of customer service do not exist in India
2.These companies are not scared of the law as they use loopholes
3.The service providers are aware that even if the consumer files a complaint against them, nothing will happen, or it will take a very long time
4.Many technicians are non-qualified and untrained
5.After-sales servicing is outsourced to 3rd party contractors to reduce the cost to company
6.These contractors are not concerned about the company’s reputation
7.Companies do not monitor the working of these service contractors closely
8.The contactors also provide false and rosy reports to the companies to renew their contracts
9.In some cases contractors pay off company officials for work granted
10.The end-of-life period of the product is never mentioned on the product
11.The customer service helplines are not very well manned.
Air Conditioning after sales service – Issues
1)Companies do not keep to their commitment of service visit time
2)After sales service is expensive and poor quality
3)While dismantling, the authorized service personal act carelessly resulting in the gas leakage
4)Most of the so called branded companies with big names, like, Samsung, LG etc. do not have their own service centres at most of places
5)Almost all the Air Conditioners makers offload the Aftersales services like Installation, commissioning, trouble-shooting etc. to petty contractors, who try to fleece the customer to make quick buck. Some even go to the extent of causing damage to create work for themselves
6)May times consumers are charged for the work which is supposed to be free in the warranty period
7)At each visit during warranty, there is some excuse for money making like cleaning, gas charging, lubrication
8)After 3 years most parts are not readily available and sometimes either take months to
9) arrive or simply an excuse of outdated model is provided
10)Replacement for defective remotes are generally not available. more
We look forward to your inputs!
Improving Air Conditioning Services - Solutions
1.Companies should be bound by law to keep their commitment of service visit time
2.Standards should be set for after-sales service in terms of pricing and quality
3.Any loopholes in the existing laws should be immediately plugged
4.The service personnel should be qualified and well trained
5.The servicing team should carry a pricing catalogue issued by the company, which has prices of different jobs written clearly
6.Companies should do something to inform consumers about what work is free and what should be paid for
7.Manufacturers should ensure that they vet the contractors well before offloading after-sales service to them
8.The end-of-life period should be mentioned on the air conditioner packaging
9.The customer service helplines should be well manned
10.After sales services should be indicated clearly in a contract with the consumer at the time of the purchase
11.Complaints must be attended to within 24-48 hours
Air Conditioning after sales service – Root Causes
1.Strict laws in the area of customer service do not exist in India
2.These companies are not scared of the law as they use loopholes
3.The service providers are aware that even if the consumer files a complaint against them, nothing will happen, or it will take a very long time
4.Many technicians are non-qualified and untrained
5.After-sales servicing is outsourced to 3rd party contractors to reduce the cost to company
6.These contractors are not concerned about the company’s reputation
7.Companies do not monitor the working of these service contractors closely
8.The contactors also provide false and rosy reports to the companies to renew their contracts
9.In some cases contractors pay off company officials for work granted
10.The end-of-life period of the product is never mentioned on the product
11.The customer service helplines are not very well manned.
Air Conditioning after sales service – Issues
1)Companies do not keep to their commitment of service visit time
2)After sales service is expensive and poor quality
3)While dismantling, the authorized service personal act carelessly resulting in the gas leakage
4)Most of the so called branded companies with big names, like, Samsung, LG etc. do not have their own service centres at most of places
5)Almost all the Air Conditioners makers offload the Aftersales services like Installation, commissioning, trouble-shooting etc. to petty contractors, who try to fleece the customer to make quick buck. Some even go to the extent of causing damage to create work for themselves
6)May times consumers are charged for the work which is supposed to be free in the warranty period
7)At each visit during warranty, there is some excuse for money making like cleaning, gas charging, lubrication
8)After 3 years most parts are not readily available and sometimes either take months to
9) arrive or simply an excuse of outdated model is provided
10)Replacement for defective remotes are generally not available. more
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On warranty issue many a companies befool the public.When I Purchased Split Airconditioner (Blue Star)from Croma Juhu,I went for extended warranty for 3 years.Now I am surprised to hear from Blue Star that they will give only one service per year free.Rest I have to bear the cost.This is simply cheating from both the parties Croma and Blue Star. more
Jul 31
Marketing Jargon's to earn additional Profit and sale by squeezing the Customers to be stopped IMMEDIATELY. Mfgr is duty bound to provide after sales services in reasonable charges and not to squeeze the Customers under one or the other pretext. more
Jul 25
Now the manufacturers are giving poor after sales service and virtually charging abnormal rates. Sometime, they inform that the product is now not being manufactured, which gives the impression to the consumer to go for a new product. more
Jul 24
The AMC , most of the time says that the gas has to bve replenished. But we do not knoew the genuinity of the claim. Further we do not know whether the replacement is adeqate and the rates charged are genuine more
Jul 24
The following suggestions are put forward for consideration. 1. Service engineers must be an ITI trade certificate holder further trained by the company in question. 2. The company must declare an economic life of its products and must ensure service within a reasonable time frame. 3. After the economic life the company should buy back the stuff with or without any residual value. 4. We must have a system of speedy settlement of disputes. more
Jul 24
