Reklamacije

Intro

Današnji tekst je delo mog prijatelja koji se složio da podeli sa nama nešto od svog iskustva sakupljenog u rovovima nekoliko PC shopova u kojima je radio zadnjih godina i koga možete kontaktirati putem komentara bloga i/ili putem njegovog mightykeezah@gmail.com emajla. Zaki, mikrofon je tvoj…

Evolucija PC shopova

Kako je evolucija čoveka dostizala svoj maksimum, počela je evolucija PC shopova. Od kompjuterskog paleolita s početka 90-tih pa na ovamo, prodavnice računarske opreme su se sretale sa raznim problemima, počev od organizacijskih, preko sistemskih, sve do “customer-related”, koji znaju da budu najteži.

Nekad

Kad su prve prodavnice računarske opreme počele da niču, obično je njihov vlasnik bio i jedini zaposleni. I prodavac, i nabavljač, i serviser. Sweet – tri u jedan. Kombinacija koja ne može da omane, reklo bi se, jer sve zavisi od njega. Međutim, kako je posao napredovao, vlasnik je polako uviđao da su tri pozicije isuviše veliki zalogaj; u to vreme (pa čak i danas), retko koji shop je pravio lager, jer niko nije znao kako će se takva vrsta robe primiti među, tradicionalno sumnjičavim, srpskim narodom. Stoga, ukoliko je odradio svoj posao kao prodavac i prodao PC sklop, došlo je vreme da preuzme ulogu nabavljača – da ode po robu (obično u Beograd ili Novi Beograd), gde su se nalazili veliki uvoznici. Svakako, da bi otišao u nabavku, bilo je potrebno da se zatvori radnja (u ranom paleolitu kurirske službe nisu bile aktuelne, ili su bile u povoju i skupe) da bi se obišle firme, na šta se izgubi čitav dan, jer je na jednom mestu jeftinija ploča, na drugom procesor a na trećem, memorija. Za to vreme – radnja je zatvorena. A zatvorena radnja ne donosi profit. Tako vlasnik uviđa da mora da zaposli prodavca, da bi firma radila dok on luta po novobeogradskim blokovima, u potrazi za najpovoljnijim cenama. To je izvesno vreme funkcionisalo, dok posao nije dobio na snazi, i do prve reklamacije.

Situacija je sledeća

: vlasnik se sprema da krene u nabavku, ali mu kupac donosi računar na reklamaciju; pred njim su dve solucije, i obe su “lose-lose”.

Prva – odlaže put da bi pregledao računar i ustanovio šta nije u redu sa njim.

Posledice – kasni sa nabavkom komponenti za računar koji je prethodno prodao, navlačeći na sebe gnev kupca, koji hoće sve “sada i odmah” (i u pravu je).

Druga – prima računar na servis, da ga pregleda narednog dana.

Posledice – kvar na komponenti, mora ponovo u Beograd.

Kao jedina logična, kristališe se ideja da se zaposli prodavac, koji u isto vreme može da bude i serviser. Tada (bogami ni sada) nije bilo lako naći entuzijastu koji dovoljno poznaje i hardware i software, da bi dobro obavljao posao prodavca i servisera istovremeno.

I sad

Na svu sreću, vreme praistorije je iza nas, te je danas proces poručivanja robe, dopreme i slanja reklamacija, u priličnoj meri rešen, jer uvoznici imaju redovne nedeljne isporuke svojim vozilima, tako da je prestala potreba za “njuškanjem” po prestonici i obilaskom dobavljača, a i kurirske službe su svoje usluge dovele na dvojako prihvatljiv nivo – povoljne po ceni i dovoljno ekspeditivne.

I tako su svi problemi rešeni, zar ne?

Ni blizu.

Kad već govorimo o reklamacijama, one su neizbežan deo posla svake PC prodavnice, i od efikasnosti u rešavanju istih, umnogome zavisi renome i reputacija samog shop-a. U Srbiji je zakonom propisan garantni rok tehničkih uređaja na (minimum) dve godine, što je za krajnjeg kupca, svakako, sjajno. Međutim, po meni, na mala vrata je uvedena dualna priroda garancija, s obzirom da garantni rok teče dvojako; od uvoznika prema kupcu (u ovom slučaju PC shop-u), i od kupca prema KRAJNJEM kupcu. Fenomenalno. Dakle, imamo kupljenu komponentu koja već šest meseci skuplja prašinu na polici zbog bezobraznih marži prodavaca (i još bezobraznijih marži uvoznika), koja se (na mišiće) nekako proda, prodata je sa dve godine garancije, ali ukoliko se pokvari u onom periodu kad garancija shop-a prema uvozniku više ne važi ( šest meseci je “krasila” policu), onda je prodavnica u obavezi da o svom trošku servisira ili zameni komponentu. Da ne govorim o sitnicama poput Blue-Tooth slušalica, mikrofona, web-kamerama, i sl., koje imaju manju tendenciju da se prodaju, a prilično veću da se kvare.

Šta je poenta? Poenta je, da vlasnik prodavnice ima uvid u tok garantnih rokova, i da u svakom trenutku može da vidi koje komponente treba “forsirati”, da se ne bi našao u situaciji da o svom trošku finansira popravku ili zamenu. Dakle, potreban mu je program koji će voditi garantne rokove za “ulaz i izlaz”, da tako kažem, i koji će se fokusirati na one uređaje, kojima garantni rok već teče time što su stavljeni na policu, a kamo li da tamo provode vreme.

Još jedna stvar je jako bitna, kad su reklamacije u pitanju; praćenje i status artikla koji se reklamira. Ako nije rešena kako treba, ume (bespotrebno) da oduzme dosta vremena. Kod mene se to radilo na sledeći način: u Excel sheet-u se upisuju podaci o kupcu, dijagnostika, podaci o uređaju, i odštampa se u tri primerka, jedan za servis, jedan za prodavnicu i jedan za kupca, kopira fiskalni račun i prilaže garancija. Pešački, jel’ da? Možda ne zvuči tako, kad je u pitanju jedna reklamacija, ali prodavnice koje rade duže vreme, već za desetak dana u arhivi nakupi dosta papira. I kada jadnik koji je pazario pozove da se informiše o statusu reklamacije, čeka ga generički odgovor:

“Nazvaćemo vas za pola sata”.

Potom kreće “šamaranje” arhive, da bi se videlo šta je u pitanju, i kome od dobavljača je uopšte poslato. Nakon, pronalaženja potrebnog papira, počinje bolan proces okretanja telefona, u nadi da se dobije servis. Po pravilu, telefoni su, ili zauzeti, ili se niko ne javlja, ili slušate poruku govornog automata. Kad konačno dobijete servis, kreću pitanja: “kad ste poslali”, “imate li broj radnog naloga”, “koji je serijski broj”, itd. Ukoliko znate odgovor na neko od pitanja, možete se nadati povratnoj informaciji.

E, sad’, da biste predupredili kupca, i da ne bi čekao pola sata i više dok vi “prašinarite”, optimalna varijanta je da se reklamacije provere nakon dolaska na posao, dok još nema gužve. Opet predstoji listanje arhive, trošenje vremena, okretanje telefona, mestimično prekidano potencijalnim kupcima. Uvoznici su to delimično rešili uvođenjem mogućnosti provere statusa reklamacije na njihovom B2B portalu, ali ako uzmete da trebate proveriti deset reklamacija od pet različitih uvoznika, trebate se logovati na pet raznih portala, na stranu to što nemaju svi prodavci B2B login informacije, koje vlasnici radnji ljubomorno čuvaju, jer se na portalima vide nabavne cene, trenutna zaduženja, rabati, kašnjenje u plaćanju, i sl. Kako skratiti sve ovo, i sačuvati živce i zdrav razum ???

Nebrojeno puta sam zamišljao program koji će mi jednim pritiskom na dugme servirati sve ove informacije na tanjiru.

Da li je moguće, ili sam preveliki optimista?

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