The expertise panorama in Bangladesh presents a persistent paradox: a surging demand for digital gadgets juxtaposed with a prevalent “mistrust economic system” on the subject of secondary markets and after-sales providers. Nearly the complete ecosystem of electronics restore and after-sales service stay chaotic and unreliable.
For purchasers, the issue is a twofold one. On the one hand, accessing high quality service isn’t straightforward. High quality restore providers for computer systems and electronics that clients can entry conveniently stays inadequate. Customers face important challenges discovering dependable providers.
However, a majority of the service suppliers function informally and infrequently assure skilled providers. In lots of cases, casual transactions usually result in fraud, element swapping, and an absence of accountability.
ExchangeKori, the round economic system firm that has constructed a profitable enterprise round reuse, refurbishment, and recycling of used computer systems—laptops and desktops, has attempting to handle a part of this problem by providing dependable refurbished laptops and desktops with strong ensures. The corporate has constructed a rising enterprise within the area. It offers with 1000’s of gadgets per thirty days and at present runs three bodily shops in three prime areas in Dhaka—Gulshan-Tejgaon Hyperlink Highway, Dhanmondi, Mirpur.
Nonetheless, as its enterprise grew, ExchangeKori got here to see yet one more rising drawback within the vertical—dependable restore providers. Prospects usually wrestle to entry dependable restore service conveniently. And that’s how ExchangeKori’s new vertical got here into being—strategically venturing into pc restore and servicing, aiming to increase its hard-won “belief economic system” from gross sales to service.
Rasel Ahmed, Co-founder and CEO of ExchangeKori, highlights the elemental hole and offers the context: “Pc gross sales have been on the rise. Increasingly more folks are actually shopping for these gadgets. Whereas everybody needs to promote, high quality restore and after-sales service stays a significant hole in customer support. Many sellers do not emphasize the significance of offering after gross sales service. Furthermore, whereas there are present restore service suppliers, the standard and reliability of those providers stay in query.”
This oversight factors to an enormous, underserved market, one the place ExchangeKori believes its established fame for high quality and transparency can create a major aggressive benefit.
A Market Ripe for Disruption
The present laptop computer restore market in Bangladesh is essentially fragmented and suffers from a belief deficit. Prospects incessantly fear about unreliable service, lack of transparency, absence of ensures, and inconvenience.
Many small-scale operations lack on-line presence or standardized customer support. Issues about hidden defects, non-original spare components, and even element swapping are rampant.
Not like Gadget Mama’s 50-day substitute assure for gross sales, restore providers usually supply minimal or no warranties. Getting dependable service, particularly exterior main city facilities, generally is a large problem.
This pervasive mistrust means clients usually do not depend on any service heart besides one or two.
The marketplace for laptop computer and desktop restore providers in Dhaka alone is substantial, with “not lower than 4 to 5 thousand” service calls each day, encompassing each particular person and company wants.
This represents a major, but largely untapped, alternative for a participant able to bringing construction, reliability, and belief to the section.
Extending ExchangeKori’s Belief to Restore
Having constructed a thriving enterprise on the premise of belief and high quality in refurbished machine gross sales, ExchangeKori is now leveraging this basis to ascertain a reliable restore service.
As we famous above, with the service ExchangeKori goals to handle a major market hole for dependable and reliable pc repairs, as many present choices lack credibility or high quality.
ExchangeKori’s restore service focuses on offering complete post-sales assist for his or her present clients, whereas additionally providing paid providers to exterior purchasers with clear pricing constructions for varied restore ranges, from software program points to advanced motherboard repairs.
The corporate emphasizes constructing belief by authentic spare components, skilled technicians, and a structured pick-up and drop-off service to make sure comfort and high quality management, distinguishing itself from much less dependable at-home restore fashions.
The technique is multi-faceted, specializing in transparency, standardized processes, high quality components, and a customer-centric strategy.
The service caters to 2 main buyer segments:
Current ExchangeKori/Gadget Mama Prospects: These are thought-about “precedence clients” and obtain 5 years of free labor service. They solely pay for any essential spare components. This reinforces the long-term relationship and provides important worth to their preliminary buy.
Exterior Prospects: This consists of native residents and different company entities who could not have bought their gadgets from ExchangeKori however need dependable restore providers. They will entry the service for a price.
Service Choices and Pricing
ExchangeKori has launched a transparent, tiered pricing construction for exterior clients, addressing the widespread ambiguity in casual restore retailers:
- Laptop computer Service Cost: 490 taka.
- Desktop Service Cost: 390 taka.
- Motherboard Restore: Ranges from 1000 to a most of 3000 taka, relying on the complexity and chips required.
- MacBook Analysis/OS Set up: 1000-2500 taka.
- Residence Service (Decide & Drop): An extra journey value (e.g., 300 taka inside Dhaka metropolis) is added for pick-up and drop-off, which is designed to be handy for patrons.
Crucially, ExchangeKori insists on utilizing authentic spare components for all repairs, a key differentiator in a market flooded with low-quality elements.
A Structured Restore Course of
To make sure consistency and high quality, ExchangeKori categorizes issues into three ranges:
- Stage 1 (L1) – Software program Points: Primarily targeted on software program issues, together with Home windows set up. Turnaround time is often inside 24 hours.
- Stage 2 (L2) – Spare Elements Substitute: Entails altering elements like RAM, SSDs, or exhausting drives. After analysis (inside 48 hours) and buyer approval, the restore is accomplished inside three days.
- Stage 3 (L3) – Motherboard Restore/Main Points: Addresses advanced issues like motherboard harm or burnt elements. Analysis and reporting take as much as three days, and if the shopper agrees, the entire time to ship the repaired machine is as much as seven days.
The method is meticulously managed: from receipt and analysis to cost approval from the shopper, follow-up, and last supply.
For company purchasers, ExchangeKori additionally offers providers like on-site information migration after they buy refurbished items, a service hardly ever obtainable from conventional retailers.
The Decide and Drop Benefit
Along with clients coming to ExchangeKori’s two places of work in Dhaka for restore service, the corporate has additionally launched a decide and drop the place it sends folks to select up a tool for restore for an additional price. This offers a a lot wanted comfort to many shoppers, people and companies, who discover it troublesome to hold a tool to a restore store.
Nonetheless, whereas ExchangeKori offers a decide and drop restore service, the corporate emphasizes on the truth that it hardly ever offers at dwelling restore providers as a result of it usually limits its capability to offer a high quality answer. When a technician visits a buyer at dwelling, he usually lacks essential instruments and time to analyze a tool correctly and supply the suitable answer. As an alternative, when the machine is introduced into considered one of ExchangeKori ’s places of work, they will examine it extra totally and supply higher service.
Rasel Ahmed explains: “Sending an engineer to a house, they can’t work on a laptop computer there. As a result of what components will probably be wanted for that laptop computer, nobody is aware of… A laptop computer wants every kind of instruments and spare components to be opened and glued, which can’t be carried in a bag”.
This strategy ensures that repairs are performed in a managed setting with entry to all essential instruments and stock, enhancing restore high quality and effectivity.
Constructing Belief By means of Infrastructure and Repute
ExchangeKori’s present restore operations are based mostly out of its three bodily shops in Dhaka (Tejgaon, Mirpur, and Dhanmondi). Not like “one-shutter retailers” in procuring malls, these branches supply a extra skilled setting that instills buyer confidence. Rasel emphasizes, “our infrastructure and workplace setting give clients a superb impression after they enter our institution”.
The corporate additionally leverages its robust digital presence and the constructive fame from its present Gadget Mama buyer base to construct belief for its restore providers. “We’ve been capable of present constant good high quality providers to our clients at ExchangeKori and Gadget Mama, which has resulted in a wonderful fame out there. Our clients belief us and need to construct on that belief,” Rasel notes.
ExchangeKori has launched a radical strategy to fixing the elemental problem of shopping for used laptops on-line in Bangladesh: belief. Used merchandise e-commerce in Bangladesh operates in what is perhaps termed a “mistrust economic system.” Fraud is a widely known problem. High quality is difficult to confirm. After gross sales service is sort of non-existent.
ExchangeKori has inverted all these challenges by providing providers like distinctive guarantee service, no advance fee possibility, high quality customary, substitute assure and comparable providers which might be distinctive and exhausting to get from every other suppliers out there.
This built-in strategy means the belief constructed on gross sales instantly interprets into reliance on their service. This not solely helps the corporate appeal to its present clients after they want restore service, it additionally helps it appeal to new clients who solely come to the corporate for restore service.
Round Economic system and Influence
The restore service aligns completely with ExchangeKori’s broader imaginative and prescient of a round economic system and social duty.
By extending the lifespan of digital gadgets by high quality repairs, the corporate actively contributes to lowering digital waste and selling sustainable consumption.
For the founders, ExchangeKori is about extra than simply monetary good points. It is about bridging the digital divide by making expertise accessible and useful for underserved communities.
Offering dependable, inexpensive restore providers helps people, college students, and small companies hold their important instruments operational, supporting their training and work.
Development and Ambition
ExchangeKori has been working its restore vertical for some time now. Nonetheless, the corporate has began offering service to exterior clients solely not too long ago. The corporate says the response from the market and the dimensions of the issue means it sees a significant alternative for growth.
Whereas at present outfitted to service roughly 20 laptops each day throughout its Three branches (totaling 1500 month-to-month), the corporate is ready to scale its operations by including extra engineers and infrastructure as demand grows, particularly with upcoming advertising and marketing campaigns.
Within the close to future, the corporate goals to increase pick-up and drop-off factors by establishing smaller assortment factors in numerous areas to boost buyer comfort.
Moreover, ExchangeKori goals to launch an ecommerce retailer for promoting used spare components, additional minimizing e-waste and providing inexpensive restore choices. Because the firm offers with used merchandise, it usually handles a considerable amount of spare components that may’t be refurbished. ExchangeKori sees a possibility to create a web based platform that may assist folks entry inexpensive laptop computer and pc components.
Lastly, the corporate plans to proceed management over service high quality. Not like aggregators who present service by third celebration companions, ExchangeKori is dedicated to delivering providers instantly by its personal skilled personnel to make sure constant high quality and management.
By strategically increasing into the restore market, ExchangeKori isn’t just including a brand new income stream; it is reinforcing its place as a holistic answer supplier in Bangladesh’s electronics sector.
As Rasel Ahmed succinctly places it, the corporate needs to “tackle the complete headache of service,” whether or not for company or retail clients. This dedication positions ExchangeKori not merely as a tech vendor however as a key participant in constructing a extra dependable, sustainable, and accessible expertise ecosystem in Bangladesh.
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