Consumers want standards for after-sales service: Study

NEW DELHI: Indian consumers say that standards need to be set for after sales service and want standard time defined for complaint closure, says a new study by social network platform LocalCircles, which connects communities and governance.

The study says 43% mobile and computer manufacturers have the worst after-sales service, 53% say companies never replace the products, and a majority 93% consumers want complaints acknowledged within 72 hours.

The study was mapped through 55,000 consumers, a statement from LocalCircles said.


Up to 38% consumers said problem resolution took over 30 days or remains unresolved. Respondents rated mobile handset and computer manufacturing companies as the slowest in after-sales service, followed by consumer durables and electronics.

More than half the respondents said companies never replace defective products.

In terms of customer service, banking and insurance was rated the worst.

Another complaint was customer service numbers don’t work and emails written to companies frequently remain unanswered.