Top-Bottom Service Management

Industries like Electronics have relied a lot on after-sales service as a good revenue and brand positioning exercise. The question is : Have companies been able to do this (after-sales service) successfully???
When products try to become brands, the one thing they try to provide as a brand image is " Great After sales Service" . In attempt to do so, companies try to set up service centres across the length and breadth of their covered areas. But Do these service centres really do the intended purpose. If we log in the consumercomplaints.in (http://www.consumercomplaints.in), there isnt a single brand which has been able to deliver as expected.
When we try to do a brain storming exercise on why this has happened, one of the possible outcome is : The quality of service provided by the service centres
The service centre is a privately held agency which is taken by an individual from the company. The purpose behind setting up a service centre is good but when you give ur brand in private hands, then its upto them to make it or break it,, and there have been really less cases where these third parties have been able to make it.
Brand Managers need to take a step forward and should gel along with these service providers. Its just like a Balanced Score Card.. U just cant ignore this segment as this is where your bottom of pyramid is actually hit,, and surveys have shown that after-sales services is one the most important reason for Second Purchases.. and in todays economy, second purchase is very crucial for industries escpecially Electronics and Auto..
Hence, Brand Managers should ensure that the service providers help in potraying the right kind of image of their brand to the common masses.

Happy Branding!!!