Why do customer complaint about the spare parts prices? Is it a common customer behavior?

In GCC region it is Normal Consumer behavior and human tenancy. Almost all the Arabs want discounts in all deals,although  they buy things on higher prices always and they are always complaining even though you provide them best parts in best prices. It is Psychological matter.

Dears..

First we have inform the customer about the differences between the origional parts and2nd party parts

also the advantages and benifnts to that origional parts

Then to show the customer the market competitors prices !!

Good luck

Mostly in our Middle East area it is a common customers behavior. In general50% of ME customers or more try to keep their machines in running even if it is more than20 years old. So we can say50% of customers try to find a cheap solution of their low aftersales value equipment. For high quality parts, it's waisting time and effort targetting those customers.

Looking to other customers, in matter of fact most of the firms selling equipment in ME never connect between high value asset which is the machine (equipment) and high quality spare parts and preventive mentainance which is reflect positively their running cost, always focusing on equipment sales. This connection may let the customers see the positive side of the after sales services. But also there are some other firms incorrect price the captive parts with very high margin.

So, to avoid customer compaint, each firm has to

• Identify targetting customers
• Use the market level parts pricing methodolgy
• low profit margin of common items as filters, belts, seals ...
• customer awareness of high quality parts  

Actualy,customer needs good spare parts with law price,but in your company should have  guarantees for manifactures and in time of lost or damage,so it is very important to how to deal

with case and fixed it.

• You must not tell customers they should approach the manufacturer or importer of the good for assistance – the seller must deal with the problem when approached.
• You must not suggest that their consumer guarantees are limited to any warranty period – the consumer guarantees apply regardless of any warranties in place.
• Do not display ‘No refunds on sale items’ signs,so yes it common behavior and rights.

In my opinion, most of the customers check quite a few suppliers before buying anything and some supplies are supplying china spares which are a bit lower in cost. the customer expects the same price of the spare part of japan or american thats why when we tell them the prices of our original spare parts they always complain of the higher prices. they should be told that the original spares with their seals are more valuable than the china or local market made spare parts.