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Consumer Support Portal (Version 3.0)

Consumer Durable can be broadly classified into three categories depending upon their price and usage. These are: White Goods, Brown Goods, Shiny goods and Fast Moving Consumer Goods.
Home appliances are electrical/mechanical machines which accomplish some household functions, such as cooking or cleaning. Home appliances can be classified into: o Major appliances, or White goods o Small appliances, or Brown goods o Consumer electronics, or Shiny goods
White goods are major household appliances and may include air conditioner, dishwasher, clothes dryer, drying cabinet, freezer, refrigerator, kitchen stove, water heater, washing machine, , microwave ovens and induction cookers.
Brown goods/small appliances are typically small household electrical entertainment appliances such as: TV sets, CD and DVD players, camcorders, still cameras, clocks, alarm clocks, video game consoles, HiFi and home cinema, telephones and answering machines.
Consumer electronics are electronic equipment intended for everyday use, most often in entertainment, communications and office productivity. Products include personal computers, telephones, MP3 players, audio equipment, calculators, GPS automotive electronics, digital cameras and players and recorders using video media such as DVDs, VCRs or camcorders etc.
Fast-moving consumer goods (FMCG) or consumer-packaged goods (CPG) are products that are sold quickly and at relatively low cost. Examples include non-durable goods such as soft drinks, toiletries, over-the-counter drugs, toys, processed foods and many other consumables.
Shopping products generally involve more time, cost and efforts from the consumers part as they are considered as a higher risk proposition by the consumer. Before buying any product, a prospective customer will have a look at all different brands, products and product features. Once the customer knows what kind of features he is looking for, he would compare the costing of each brand. Finally after he has been convinced of one particular product and its value for money, he will go ahead with the purchase.
As per the Bureau of Indian Standards, ISI and BEE standards are associated with electronic products.
It is advisable to take the following precautions : o Please verify the suitability for your application by your quality testing, evaluation, etc. o Delivery specifications mutually agreed for the product that you have decided to use o The agreements defined in the delivery specifications are assigned higher priority o Please note that images shown may somewhat differ from the actual product o Please note that specifications and external design are subject to change for product improvement without notice ? For details on products in the website, please contact a the company or its distributor
A warranty is usually a written guarantee for a product and declares the maker's responsibility to repair or replace a defective product or its parts. A guarantee is an agreement assuming responsibility to perform, execute, or complete something and offering security for that agreement. However, companies generally offer only warranty for their products.
After sales service refers to various processes that make sure customers are satisfied with the products and services of the organization.
After sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers. Customers start believing in the brand and get associated with the organization for a longer duration. They speak about the organization and its products. A satisfied and happy customer brings more individuals and eventually more revenue for the organization. A good post sale service plays a pivotal role in strengthening the bond between the organization and customers.
Sales Professionals provides the necessary support, helping in installing, maintain or operate a particular product. Sales professionals selling laptops ensure windows are configured in the system and customers are able to use net without any difficulty. Similarly organizations selling mobile sim cards ensure the number is activated immediately once the customer submits the necessary documents. ? Generally, stays in touch with the customers even after the deal. ? Any product found broken or in a damaged condition is exchanged immediately. The customer is not harassed. Customer grievances are heard and made to feel comfortable. ? The organization?s website contains a section for customers to register their complaints. Every organization should have a toll free number for customers to call and discuss their queries. The customer service officers take prompt action on the customer?s queries. ? Take feedback of the products and services from customers at predefined intervals. Feedback helps the organization to know the customers and the perceived value of their products or services ? Ask customers to sign Annual Maintenance Contract (AMC) with the organization. AMC is an agreement signed between the organization and the customer where the organization promises to provide after sales services to the second party for certain duration at nominal costs. ? The exchange policies must be transparent.
The various kinds of after-sales support may consist of the following: Onsite warranty means "Service at the door Step?. The respective company will send its technician to your house or designated place to repair the product. If it is not repairable then he takes the product to the service center or lab for repairing. (for example washing machine, refrigerator, TV). The laptop may have either onsite or offsite warranty. Offsite warranty means if there is a problem in the product, then, the consumer is expected to take the product to the site where manufacturer is located and get it serviced /repaired. (For example, mobile handset and mixers). Extended Warranty means an extension of the coverage period on a standard warranty. With an extended warranty, the consumer is able to extend the time that the producer is liable for issues. Consumers are often given the option to include the additional coverage either at the time of purchase or when the standard warranty is going to expire.
There are three types of service centers: a. Company owned and managed Service centre which are exclusive and usually available in major cities. Company owned centre and franchisees are liable to the company and in case of any issue with the service centre, complaint can be made to the company. These centers have common application to enter the complaint and issue the work order which is accessible to the respective company, can check the status of the complaint b. Company authorized franchisees / Service centre, which are third party administrator and associated with the company. In case of any issue with the local service centre, the complaint cannot be taken up to the company and the same has to be dealt with the service centre only. c. Local Service centre who don?t belong to company and can offer services for more than one company.
Consumer durables, is a category of consumer goods that do not wear out quickly and therefore do not have to be purchased frequently. They are known as "durable goods" items. eg A home appliance, domestic appliance or household appliance, is a device which assists in household functions such as cooking, cleaning and food preservation. Durable or hard goods are goods that can stand up to time. The Consumer Durables industry consists of durable goods and appliances for domestic use such as televisions, refrigerators, air conditioners and washing machines. Instruments such as mobile phones and kitchen appliances like microwave ovens etc.

If consumer received faulty product from company, he must raise a grievance with the company.

Product return/Replacement policy depend on the company terms and conditions.

A warranty period is the period of time that warrant free repair and adjustment services in case of a malfunction occurred under normal use that has followed instruction manuals. The period varies according to manufacturers, retailers, and products. 
An extended warranty, sometimes called a service agreement, a service contract, or a maintenance agreement, is a prolonged warranty offered to consumers in addition to the standard warranty on new items. Extended warranties cost extra and for a percentage of the item's retail price.

No, it is not mandatory - It depends on the consumer. Extended warranties protect the consumer from high expense in case an expensive part needs to be replaced. Consumer must go through the terms and conditions of extended warranties for the benefits.

If a product is under warranty, the company has to honour it as per the terms of the warranty. If consumer is not satisfied with the services provided, he can file a complaint in the consumer commission.