Survey Amongst European Distributors Reveals Burden on Channel of Lack of Local RMA/Repair Facilities

    Sixty-Five Per Cent of Distributors Would Terminate a Vendor Contract due
    to Poor RMA Procedures

    DEESIDE, Wales, Feb. 24 /CNW/ - An independent survey commissioned by
Comtek Network System, which provides outsourced RMA services to vendors
worldwide, reveals the hidden costs of poor RMA handling by vendors lacking
local RMA and repair facilities. The survey, which was carried out amongst
twenty European distributors in January 2009, revealed that 85% of
distributors are forced to carry extra stock and test and repair facilities to
compensate for the vendor's lack of local facilities. It also discovered that
the average turn around time for 95% of RMA and repair services was between
one to two months, with a mere 5% claiming to complete the turnaround in less
than a week.
    The survey revealed a general consensus amongst European distributors on
the potentially damaging effects of poor RMA support; 80% agree or strongly
agree that it has the potential to seriously damage the credibility of the
distributor and the vendor concerned. Equally apparent was the overwhelming
preference for distributors not to handle the RMA/repairs themselves. 85% of
respondents expressed a preference that vendors, who lack their own in-country
RMA logistics, should outsource the provision of this service to qualified
third party.
    As an indication of the strength of feeling in the channel surrounding
the subject of RMA handling, 65% of respondents claimed that they would
terminate a contract with a vendor who mismanaged the RMA process. Commenting
on the findings, Askar Sheibani, CEO of Comtek said: "The findings of the
survey echo the dissatisfaction that we have encountered amongst channel
partners who are deeply frustrated by the time and cost involved in repairing
faulty equipment where vendors have no local facilities in place. However,
increasingly overseas vendors are becoming aware of the cost benefits of
outsourcing RMA procedures to a local European third party. As transportation
costs continue to escalate and companies increasingly seek to project a
greener image and seek to free up distribution partners to concentrate on
selling products rather than handling replacement kit, we are seeing a strong
move towards outsourcing this vital service."
    Jim Blastos, VP Operation of Vocera Communications, Inc., a customer of
Comtek comments: "We initially contracted with Comtek to help us comply with
European legislations for our wireless communication products. They created an
online tracking system to verify warranties and register and track products in
the RMA process and act as the intermediary between our US offices and
European distributors and customers. We are extremely satisfied with the
system which has had a dramatic impact on turn around times for RMA claims,
reducing the cycle from 7-10 days down to 2-3 days."

    About Comtek:

    Comtek is a Pan-European provider of services and products to the
network, datacomms, and telecommunications service industry. It operates
Europe's largest multi-vendor IT hardware repair centres offering RMA, repair
and warranty management services for major IT equipment vendors. Its
world-class engineering facilities repair hardware from manufacturers,
including Cisco, Extreme Networks, Juniper, 3Com, Nortel, Foundry and its
extensive technical proficiency enables it to repair and support both current
and legacy hardware. Comtek sells and rents re-certified network hardware at
very affordable prices and its customers include system integrators,
maintenance and support providers, distributors, end-users, government
departments, resellers, and manufacturers. Comtek has service centres located
in England, Wales, Germany and Holland. For further information please visit

For further information:

For further information: Press contacts: Melanie Johnson or Rebecca
Marwood, Eclat MARKETING, Tel: +44(0)1276-486000, Email:

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