Will ASUS Wipe Away Warranty Tears in Mangalore?


Mangalore, Nov 07: Channel partners of ASUS in the city seem to be having serious issues related to replacement of motherboards sold by the Taiwanese computer hardware and electronics multinational company.

Some of the partners whom Channel Times met during a survey of this coastal city said poor customer support was hampering sales of the company’s products in the market.

“We are facing the issue for quite a long time. We had escalated the issue with Mr. Vinay Shetty, the top-most official for services in Asus India. However, we are wondering why a global brand like ASUS is lax on after-sales support,” said Kasturi Gopinath Pai, CEO, GS Disti, who himself is a leading partner in Mangalore dealing with Asus products.

“Whenever a person enters my office, I get worried whether the deal is off on ASUS products. If they concentrate on service, sales will not be a tough task. Whatever marketing material they send, we as partners feel that ASUS is a problematic vendor when it comes to service. The outcome is zero sales,” he said adding “we would like to escalate the issue at the company headquarters in Taiwan.

Ketan Chandrana, President of the Mangalore association said the only problems faced by members relates to service of faulty motherboards. “Asus is providing good service with their other products. Why cannot they have such a mechanism for their motherboards?”, he questions and adds that if the situation continues, the association will left with no option but to ban the product.

Asus responds:

Responding for the issue, the media relations team at ASUS India said the issue will be sorted out at the earliest. “We are aware of the service level escalation in Mangalore, our service manager is closely monitoring the TAT (turn around time) and a senior service provider manager will be at hand to review the situation.”

Moving to specific instances, it was suggested that while a few cases have been pending for ten days while more than 60 percent of the rest have already been resolved with either replacement or repair at the Digicomp service center in the city. The reason for delay is that there is no BGA level repair center in Mangalore and the ASP is currently identifying quality and qualified service providers which is why the products have to be sent to Bangalore for repair.

The transit time between Mangalore and Bangalore coupled with the festive season holidays has led to these pending cases.

“In terms of service, Mangalore is one of our focus cities and we have already been giving upgrades for replacements (H61 for G41) as well as constantly monitoring the cases. In terms of the same product returning to the service center the third time we are also offering credit notes or refunds to our partners on the price evaluated by our service team,” the media relations officer said.

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