TVS-E's loss is Epson and Wipro's gain

TVS-E has been aggressively charting out plans to widen its
reach in upcountry markets. But its inefficient servicing maycause pose some
hurdles.

This is evident in Jammu, where the company's dot matrix
printer (DMP) business is losing ground due to inefficient and laidback
servicing. And competitors Epson and Wipro ePeripherals are filling in the
vacuum with their own products.

Jammu-based partners like Hi- Tech System and Space Era who
were selling TVS-E DMP till a year ago are now getting several complaints of
problems in the products. While these machines still have a two-year warranty,
dealers complain that TVS-E's authorized service center, Computer Associates, is
not responding satisfactorily. This is why Hi Tec Systems has decided to refrain
from selling TVS-E DMPs, due to the inefficient servicing.

Said Abhinav Bhagotra of Hi- Tech System, "It has been
two months since I placed the DMP printers' complaints, but it has not been
taken care of." He also registered his complaint at TVS-E's widely
publicized toll-free numbers and its office, but in vain. Now he encourages
customers to buy Epson's and Wipro's printers.

Vineet of Space Era also lamented that he is facing a similar
service problem with TVS-E's DMPs, while adding that DMPs of any brand sell
briskly in Jammu. "We are happy with TVS-E's supply chain, but the
service end is not very good. This is why a lot of partners are also trying to
avoid selling TVS-E printers," he opined.

Ashok Desikan, TVS-E Regional Manager, accepted the fact that
TVS-E is not effectively taking up the issue of DMP printers' service and there
was a lull of six months on the service part. The company has recently appointed
Srinagar-based Computer Clinic its authorized service partner, which
will reduce the burden of the other Jammu service center.

He also added that its service partner, Computer Associates,
has been facing manpower problems, which is why there was a delay in resolving
certain cases. "But now TVSE is all geared up to ensure local stocking and
service and claims to provide 80% satisfaction to Jammu customers," he
stated. In an unrelated development, TVSE recently appointed Jammu-based Fortech
Computer as its sub-distributor and 15 authorized dealers partners (ADPs).

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