Introduction
If you are looking to upgrade your existing home appliances be it a refrigerator, cooker, microwave, or even a television set, here is a guide to help you know the truth about after-sale services in Kenya. Home appliances will always fail since they are man-made products and are subject to failures but this should answer the question of whether companies are unprepared for the after-sale services and shouldn’t they be prepared for an aftersales service?
We are supposed to point out the service centers but it’s hard to separate the aftersales centers and the brands and how better to make them improve than mentioning the brands associated with the service centers even though some of these centers do not have a name just a door number and a nameless job card receipt
Some of the points to check
1. Time taken to collect the item from designated stations
For instance, you have bought an item from shop B and you have had an issue and you take it back but the brand responsible for picking it you takes days and sometimes even weeks after being notified to check on it
2. Time taken to diagnose and give a response
In some instances it doesn’t have to be warranty being affected it can be a service one is paying for but some service centers take weeks to even check on the item and get back to their client. The reason for some service centers not having enough manpower to handle returns or even a lack of expertise on the matter at hand.
3. Unreachable customer services
Most of these service centers will never pick up your calls, they will ignore your calls after the first call and will have very unprofessional customer service attendants who will always lie and give invalid reasons.
4. Lack of empathy
Most customer service of the brands mentioned below do not seem to care about customer complaints and many will even make you feel very bad about the situation.
Brands with worse after-service
Here are some of the brands with the worst after-service that are affected from the top;
1. NOBEL, STARX, and SKYWORTH
These brands share the same service center with very unprofessional customer care they are unable to give diagnostics, a timeline to complete a task, or even pick up calls to be in contact with the customer.
They also lack an organizational structure to have a proper follow-up on the issues which leads to back and forth with the fundi at the service center that will leave you agitated.
But don’t get us wrong a brand like Skyworth has one of the best TVs in the market quality-wise but the truth is that they have to change something about their after-service.
2. TLAC
By the time of writing this article, this brand had one of the worst customer service ranging from the time they are informed about an item to collection They also lack a clear timeline on when to complete repair works.
This brand has some of the top-notch products from home appliances to machinery and more but they need to work on their aftersales services
3. NUNIX
These are low-budget appliance brands that have the most affordable appliances in Kenya ranging from cookers fridges and water dispensers. They operate their service centers but do take time before collecting products from vendors making the process of return take a little longer than it should be.
Consumers should be able to express themselves and speak up to help change the industry.
4. SYNIX/INFINIX(CALCARE)
Calare is the service center for very many brands in Kenya from Synix, Techno, Infinix, and many more. From the reviews given by Trust Pilot any brand servicing its goods by Calcare needs to demand improvement from them.
Conclusion
This research is based on some of the reviews we got from our trusted sources. We would also love to hear your feedback and review about these brands in the comment section below. If you would also like to call out some other brands, feel free to inbox us with evidence.