Rostfrei steels Manufacturing Companies- A Case study on the consumer services problem

Rostfrei steels Manufacturing Companies- A Case study on the consumer services problem

Executive Summary

Rostfrei steels-GLS Tank manufacturing Company, in manufacturing – Tanks to consumers/customers. Recently, there have been several consumers complaining about the quality of the services company is offering and the quality of their tanks/products. The case study explains the issues, problems that the consumers have been facing & complaining about and the possible reasons for the case study.

Introduction

Rostfrei steels-GLS tank Manufacturing Company is in the business of GLS/GFS/SILO  Tank Manufacturing for decades in the country. The company has established its brand in the country due to its prompt services since 2000. Customers appreciated the quality of the product as well as the services so far which made us go for the said brand of the company. These products were known to be durable for at least 15-20 years. The product covered warranty for five years from the date of installation, the condition was free door delivery, installation (payable) on full payment at the time of booking the product. 

Challenges

About a year back, I had purchased the tank over online for the first time. It’s not been a year that the product developed leakage & I am not satisfied with the quality of the product. When I raised a complaint to their customer service, they registered the the complaint, also they informed & insisted I write a detailed mail to them. When I did, expecting prompt response instead there was no response, till date there is no response from the company or its customer service center. I checked with the local dealer who sells their product to see if the problem existed only with the piece supplied to me or else others, but, the same problem existed with most of the cases, the company takes its own time to attend to the complaints lodged by over the counter customers & always have a good record maintained of attending bulk buyers like architects, contractors, etc. when enquired with some of the customers they complained of the warranty and home service, others stated that they were deceived on the payment/delayed deliveries. The company told them to pay upfront but failed to deliver the product on time and when delivered, some of the products were faulty. After talking to a few dealers, it was also found that such problems exist mainly with the one time, over the counter - single-time purchasers and this hardly happens with bulk or regular purchasers, they do not have complaints on the product or services as such.

To summarise, the problems pointed out are:- 

• The decline in the durability of the product, quality not assured,

• A decline in the services promised and delivered

• Lack of care to the counter buyers/single time purchasers

• Seems company concentrates on bulk sales rather than quality sales

Results expected

The consumers who purchase the product once and the single piece is not cared for, seems they do not matter for the company any more as they have established a name in the segment, to keep the good sales volume focus is more on bulk buyers. This approach is wrong and needs a change by the manufacturer. John Wanamaker states “When a customer enters my store, forget me, he is king.” many other famous quotes state that a customer is king, the same must be looked upon and every customer must be treated the same.