Whenever a manufacturer in the audiovisual industry seeks to open new markets, the first thing you hear their representatives say is that they also seek to guarantee a good after-sales service. But how far is that point met?
There are several complaints that I have known about the difficulties that integrators and rental companies have faced when repairing av equipment. The most common is that the spare part is not available in the country and importing it can take up to six months, generating inconvenience and economic losses for users.
For manufacturers this is a complex situation, because although they trust in the quality of their equipment and expect them not to fail, they are not exempt from some damage in manufacturing, wear and tear in usual use or even some abuse.
In general, it is difficult for manufacturers to have all parts available locally. Some have stated that to offer the after-sales service, they try to have offices in each country with technical support that allows to attend this type of situation quickly. Others delegate the task to their distributors, who must ensure timely attention.
But how much follow-up does the manufacturer do to the after-sales service of its distributors? What is the maximum prudent time that should be waited for a spare part to arrive? Do delays in after-sales service generate a bad image for the manufacturer? Are these delays due to poor service or lack of maturity in the region's AV industry?
These are just some of the questions asked by those who have equipment without being able to fix, a situation that is aggravated when those affected are the rental companies, which have a high turnover of equipment and usually need constant maintenance.
I remain attentive to your comments on this topic and the Latin AV industry in [email protected]
