Mobile repairing shops in Gaffar market, one of Asia's biggest electronics markets, are prospering due to negligence of mobile phone companies towards post-sale services. Deteriorating customer service by big companies has translated into big business for this market.
"Mobile makers focus a lot on advertisement and public relations and become successful in selling handsets. But, they don't have infrastructure for repair work," said Harish Chitkara, President, MCD Market Traders Association. "Often, location provided for customer service at companies' websites is false.
Also, if you look at the way consumer courts function, they are not very helpful for customers." As a result, "People come to our market to get their phones repaired. Our service is cost effective and quick. Moreover, unlike authorised service centres, we are more approachable and listen to the problems of customers," he said.
USP OF GAFFAR MARKET
This market is unique and ahead at various fronts. "We have parts of each and every kind of handset. Name any mobile phone brand and it is available in our market. If a particular model has not been launched in India, that model won't work here but we have software that can unlock the model and make it functional here.
Sometimes we have such spare parts that even authorised dealers don't have," added Mr Chitkara. Jai Mata Di, a shop that sells as well as repairs mobile phones, pulls 9-10 customers and earns Rs 1,000 everyday.
"The immediate demand of any customer is to get the work done as quickly as possible and at a cheaper rate," said Sunny Choudhary, owner of the shop.
"Every now and then we are threatened by the police but despite that our business and the market runs smoothly," he added. Karan Deep Singh, owner of Khalsa Electronics, said that shopkeepers are picked by the police for wrong reasons.
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