Dealer pricing stays with the dealer
What a dealer sold the unit for is not the principal's business, and dealers price differently in different cities.
WARRANTY · DISTRIBUTION
The dealer replaced it that afternoon. Getting paid takes four months.
A customer brings in a failed appliance under warranty. The dealer swaps it on the spot, because arguing with the customer is not the business. Then the dealer claims it from the distributor, who claims it from the principal.
A dealer carrying two hundred open claims has lent the chain a substantial amount of working capital without deciding to.
Each level asks the level below for the serial number, the purchase date and the fault report. Each request is an email and each answer is an attachment.
Four months, laid out by the party who is waiting
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Day 0 — the dealer swaps the unit
The customer walks out with a working appliance. The dealer has now paid for it twice: once as stock, once as a replacement, and has claimed nothing back yet.
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Week 2 — the claim reaches the distributor
Photographs, serial number, purchase date, and the fault. The distributor checks it against their own records and finds the serial was invoiced to a different dealer eight months ago.
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Week 6 — the serial is resolved
It was a stock transfer between two dealers, which is normal and is not recorded anywhere the distributor can see. Six weeks spent establishing something both dealers knew on day one.
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Week 11 — the principal assesses
The principal wants to know whether this is a batch fault. That question is about their national failure data, which they will not discuss with a distributor, so the claim waits while it is answered internally.
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Month 4 — credit is issued
The dealer is paid, in credit rather than cash, against future orders. The dealer has financed a manufacturer's warranty obligation for four months at their own cost.
Margins are what make this hard.
The chain agrees on the unit. It will never agree to show what each level charges, and any system requiring that will be refused.
Distributor margin stays with the distributor
Revealing it would reset every negotiation in the territory, which is why distributors will not enter open systems.
Failure rates stay with the principal
National warranty data is commercially explosive and no manufacturer will expose it to one distributor.
We see none of the three
Operating the servers does not add us to a claim.
If you file warranty claims, or receive them.
Being designed, nothing to use yet. The useful thing is the real timeline: how long your claims take and where they actually stop.
hendra.pratama@tigamarjin.site
Medan, Sumatera Utara