Tug of war between dealer in Vadodara and Nortel

By : |August 14, 2008 0
MUMBAI, INDIA: Vadodara-based AB’s Infotel has been trying to get post-sales support from Nortel Networks for three of its switches that have failed at a company location.

Amit Shah of AB’s Infotel said, “I purchased seven switches from Nortel to fulfill the requirement of a global client. But three models viz, BES325, BES100 and BES110-24T failed to perform for which I have been asking Nortel to provide post-sales support, but have not got a positive response. What is more upsetting is that the company officials are dragging me in a loop, though I am genuinely promoting Nortel products and at the same time, the concerned customer is getting impatient for support.”

Shah informed that this is the first time that he has gotten in touch with Nortel for support since three models of switches failed one after the other.

However, Nortel officials feel that Shah is blowing things out of proportion. On the condition of anonymity, a Nortel official said that the company has trained partners in the areas of installation, pre-sales consultancy and handling basic complaints of customers.

“If the issue can’t be solved, then the dealers can call the toll-free number, whereupon the Nortel engineer will help the dealer to solve the issue. These facilities are only extended to authorized partners of the company,” a company official said.

He also noted that AB’s Infotel is not a Nortel authorized partner. “We allow our customers to buy our products from an authorized partner alone, so that he can provide the requisite level of post-sales support,” he added.

But Shah maintained that it is Nortel’s duty to support all dealers selling its products, irrespective of whether they are associated with the brand or not. “I am requesting for support for a month and half but have not received favorable response from the company. When I pressurized the officials, they said that they never knew about the issue before and learnt about it only recently, which I feel is as good as passing the buck. In the bargain, I stand the risk of losing my customer for no fault of mine.”

Nortel officials are now working with Shah to try and resolve this issue.

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