Cross-referencing the Buying Hikvision Chinese Versions Vs USA Ones discussion where the same issue was raised.
I'd also add a question:
Manufacturers - Have you ever denied support / replacement for a product that you determined was not an authorized channel purchase?
The manufacturer should be penalizing their dealer that made the Internet sale, not the consumer. Having your branded product out there and not supporting it during warranty is just plain stupid. Keep the customer happy and fire the dealer if necessary.The very small cost savings in not supporting the product is not worth the animosity and negative publicity created by this shortsighted policy.
I would certainly look unfavorably upon any manufacturer who treats their end-user customers this way.
Normally the overseas dealer would receive no income from the original manufacturer for customer repairs you make that in the profit margin on sales. Even parts replaced you still are paying the shipping.
Why should I as an importer help company's who want to compete using my advertising and good service warranty backup to make money.
Next how does the importer even know the product he is buying from China is even genuine or the model number he ordered it would be quite simple to re-label cameras and I have even witnessed a whole container of PTZ cameras being relabeled to get though customs to match CE testing reports of a Competitors camera. I also see people buying cameras without a clue in China with most specs consist of 700tvl Sony that's it most would end up online for sale claiming to be Sony. So many shops sell HIK in China I could almost be certain some are fake. There is a building in China selling boxes with whatever name you like printed on it and next door you can buy the warranty book and manuals.
I have no problem with the attitude buy from us or tough luck, they should then be given a standard lawyers letter and contact to take the mater up with the seller to obtain refund or cost of repairs support contract.
Michael, James, good points on both sides of the issue.
I'd add one aspect to this triangle and that's how rigorous the manufacturer is in policing / stopping unauthorized online sales.
That's the best way to stop this problem 'at its root'.
Otherwise you are left with the difficult decision to either punish an end user (who may have unknowingly bought unauthorized product) or punish the legitimate dealer (by supporting products sold by unauthorized ones).
Many industries have the same or similar language posted. It's common in consumer electronics and especially for "high end" audio/video equipment, cameras, sports equipment and even luxury clothing. Esoteric HiFi equipment manufacturers have some of the most stringent policies on so-called "grey market" products.
Here is a quote from Tamron, for example: "Tamron USA, Inc., or its authorized agents, will not repair any product that is not an officially imported product and sold through an authorized Tamron USA dealer. In other words, there will be no authorized repair service under any circumstance for grey market products. In such a case, the user must return the product to the dealer at which it was purchased for unauthorized repair service."
It seems like we have plenty of examples of companies warning that they will not support unauthorized sales, yet so far no reports, anecdotal or otherwise, about this actually being enforced.
Again, is it mainly just a bluff to appease the channel? It's certainly easy to see how even if the policy was originally implemented with a eye towards strict compliance, that this bluster might quickly erode when presented with real flesh-and-blood customers. The fact is that the authorized dealer has only limited and indirect visibility into these cases to know whether the enforcement is actually occurring.
In reality, we do support all customers, but believe we need a statement to discourage purchases through the unauthorized internet channel where the goods may be used/damaged or unverified to be in working order, and to encourage customers to seek legitimate channels where the products are properly documented with their begin warranty date and are supported by qualified and experienced resellers. We would certainly welcome any help the readership can offer in recrafting the statement to be more customer-centric.
Vice President, Marketing
Keri Systems, Inc.
The position would vary being an American manufacturer the product is there own product if under warranty. If you are the authorised importer and trademark holder this is when you have a bigger problem with grey imports. I'm not sure of the law in America but certainly in Europe and Australia we can apply trademark law and have any grey imports of commercial quanity or for resale destroyed by customs at the importers cost if not authorized.