APC India - APC - Issue with your response to UPS

The questions below are open questions to a very reputed supplier of UPS device in India. APC India.

Why is it that your products are not supported beyond warranty?
Why is it that your reliability factor diminishes once the sale is done?
Why is it that you make your customers run around once the sale is done and the warranty is over?

Please refer to ticket no. C-3271340767 for details.

My UPS BB 0950004995 (purchased in Pune, Maharashtra) started malfunctioning from Nov.28th, 2011. The designated engineer reported a problem with the relay circuitry, and informed that repairs are not done locally. The result – I will be required to buy a new model and that too barely within 2.5 years of purchase.

Repeated meetings with various representatives and vendor partners over a week have yielded the following options
• Discard the old UPS and go in for a brand new piece – I would of course be entitled to a discount of INR 80/- for my old UPS
• Modular systems offered to repair my UPS for INR 700/- - but hey, no warranty on the repaired part.

Over all the conversations, I was sternly informed that these are all electronic components and no one can vouch for their lifelong performance. From their actions, it looks like they are not confident of even a day’s performance from their products!!

It is shocking to see the apathy towards customers who do not have business value for you – obviously you do not see a repeat business there.

I do not know what response or acknowledgment you will provide. But I am a humble citizen of this country, and I am sure I will receive support from all quarters to ensure that my hard-earned money deserves better response than this.