Motherboard and graphic cards manufacturer Gigabyte Technology has ended its relationship with returned material authorisation (RMA) service company Tech Master, which trades under the name Techcentral.
RMA is an alphanumeric tracking system used by hardware manufacturers. Companies use the system so customers can contact them before returning a product for repair or refund because the problem may be solved through trouble shooting with a staff member.
Gigabyte is moving to a direct distributor RMA service model. According to the company, this is expected to shorten RMA procedure times and make product logistics easier.
Both companies are working to finish existing projects. The deal ended on Monday, August 31.
Gigabyte managing director Alan Chen says it has enjoyed working with Tech Master and would recommend them to any tech company who wants a great level of RMA support.
“At Gigabyte we continually challenge ourselves to improve and such we hope to achieve a level of RMA support excellence that is only possible through a direct distributor service model. Gigabyte now has the most qualified distributors to provide excellent service through the new model.”
Gigabyte is distributed locally by Dove Electronics, PB Technologies and Synnex.
Tech Master country manager Ben Chen says the decision was a mutual agreement and he respects the decision.
"As per Alan's comment, a direct distributor service model would be the only way for a motherboard and graphic card manufacturer like Gigabyte to achieve a level of RMA support and balance the running cost at this stage."
He adds that in addition to providing industrial standards of RMA and warranty repair services, the company vows to work closely with vendors to identify room for improvement to increase efficiency and reduce the cost of doing business. Its vendors include AOC, Asus, BenQ, Fujitsu and JCMatthew.
"Such a decision might appear to be not in favour of Techcentral, but I am confident that the outcome would be a win-win to both parties and the opportunity to work again with Gigabyte in the future will arise in due course.
"We will keep focusing on our speciality [areas] to provide New Zealanders with outstanding IT services," says Ben Chen.