How this after-sales service startup is helping gadget users

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Technology has become an essential part of our daily lives. From online classes to office meetings, access to food, transport and healthcare, technology affects almost every aspect of our life.

However, when the modern gadgets that make our life easier get damaged, our day-to-day activities get affected. Moreover, the cost incurred to buy these devices goes in vain if the gadgets break after the end of the warranty period, as one needs to incur additional costs to get them repaired or buy new products.

Therefore, with the mission to ease people’s life, Sameer Shaikh and Amit Singh started ‘GoWarranty‘, the one-stop shop for hassle-free after-sales service experience for consumers looking to get their home appliances and gadgets repaired.

During Covid lockdown, use of electronic gadgets — laptops, desktops, broadband, TVs, mobile phones — increased as people were forced to work from home and students’ classes shifted online. An increased use of gadgets means the probability of their damage also increases.

GoWarranty provides extended warranty and after-sales service solution for electronic devices as the warranty and the post-purchase support offered by manufacturers is for a very short period. This default period usually varies from 6-12 months. GoWarranty makes service and repair or replacement process easier by giving customers relief from hefty paperwork and offering doorstep services at an affordable range.

Customer experience

Talking about the inception of the idea of GoWarranty, founder and CEO Sameer Shaikh said that he has learnt from his experience the real meaning of customer service. He also said he was completely blown away by the dedication and level of professionalism shown by brands, but he felt the same experience in the Indian after-sales market was missing. Shaikh said he wanted to deliver a great experience to every Indian consumer.

“My motive is to make GoWarranty your brand of choice, offering the best user experience in India. It is this vision that drives our collective mission to achieve ‘Excellence in everything we do’ at all levels with a ‘family of highly-skilled and committed professionals, from across India,” Sameer said. He also wants to help the customers buy, own and resell electronic products. “Our focus is on helping more and more people in their ownership experience – we are expanding the business and taking it to more and more customers”, he added. Their next step will be to provide customers with inputs through which they can also make their purchase decisions easily.

Sharing the idea behind the name of their venture, co-founder and marketing head Amit Singh said every electronic device plays an integral part in our daily lives as they help ease work and automate certain tasks so we can focus on other important activities. Any breakdown in these devices disrupts our everyday life and throws us off our  budget and schedule, he said. He said the company wanted to keep the same momentum going not just for the first year of the device but also for a longer tenure. Hence the name of their company consists of two words: “Go”  and “Warranty”. The first one resembles the approachability while the later resembles the faith that a customer has in the initial times of buying a new device.

We all know every brand has a story before its inception and that he is an avid user of technology in his daily schedule,Amit said. He has had multiple experiences of receiving average customer service for his favourite gadgets and home appliances. The long debates with service centres, the rush and follow-ups, service quality is evident for the unmet market that needs a reliable post-purchase experience. With the help of GoWarranty, Sameer and Amit are building systems and processes by which customer experience does not remain a matter of chance, it becomes a natural outcome of the process. When customers buy our service, they are essentially buying a promise, Amit said.

There is a question that arises in every person’s mind who is a non-entrepreneur: Is there some sort of pattern or formula to becoming a successful entrepreneur? Answering this, Sameer Shaikh said they are insanely focussed on consumers and the experience they can provide them. This focus is reflected in product design and processes. “Our internal meetings are never about cutting costs or achieving operational efficiency”, he said, adding that the focus is always on having the right attitude and determination.

Starting your own bootstrapped business requires a lot of hard work, long hours, tenacity and persistence and a great team who share the same passion, Sameer Shaikh said, adding that it is not going to be easy, but it is achievable if you are determined and prepared to overcome obstacles. “One must have patience as things do not happen overnight, but with the right attitude, one will eventually get there.”

The Mumbai-based company has been offering peace of mind to consumers when it comes to new electronic products.

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