Dell cautions Customers from Unauthorized Channel Selling
Some partners of Dell have been indulging in sales of Dell products which have not been procured from Dell India Private Limited ("Dell"). "These products, as we gather, have been secured from an unauthorized channel, by way of parallel imports but being sold in the India market, which is totally unacceptable to Dell. Please note that warranty support by Dell is accorded only to those products that are purchased through Dell's authorized channel or those that are transferred in accordance with Dell's policies and procedures. Any products that are purchased in violation of the above will not be eligible for warranty support by Dell. These products will also not be eligible for Dell Gainz Programme and Dell Empower Programme," informs Dell.
"We are investigating the issue currently, and the intention of our communication to the channel partners, was to ensure that the larger interest of the channel market is maintained and we are able to keep our channel partners informed about the repercussions of indulging in parallel imports sales that impacts not just Dell, but the industry in general," Dell informs.
The intention is to educate Dell's channel partners on the advantages of buying products directly from Dell India vis-a-vis securing Dell products from unauthorized means. The channel partner is an important point of contact for Dell's consumer segment and confusion within the channel ultimately affects customer satisfaction as the partner is unable to offer the consumers the benefits associated with purchase of authorized Dell India Products.
From the channel partner's perspective, their indulging in parallel imports transactions and transactions effected in violation of Dell's policies, affects their partnership with Dell in terms of losing the benefits of participating in channel partner schemes floated by Dell such as Dell Gainz and Empower.
Apart from that apart, they will be unable to offer consumers the benefit of warranties and of value add services like CompleteCover, and customer solutions like Dell Stage, HealthHiWay and Sevetymm which are available to consumers only on purchase of authorized Dell India products. In such a case, Dell's communication also seeks to act as a deterrent and as a protective measure in respect of those channel partners who transact in parallel imports not fully being aware of the possible repercussions of such dealings.
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