[Introduction examples] After-sales service situation of the refrigerator industry in Thailand 〜Some surprising facts and what is Hoshizaki’s effort!? 〜

28/11/2018

Samurai Editorial Department

Hoshizaki products

Continuing from the last time, we will send the examples of introducing the refrigerators and freezers of Bangkok Tsurukame. This time we will ask about customizing, maintenance and the maintenance-inspection agreement!

■I heard that the products can be customized.

Takamoto: One of the reasons that I chose Hoshizaki is customizing. At that time, I wanted to introduce a cold table refrigerator (horizontal refrigerator) with a sink and made inquiries to local manufacturers, but they replied that they cannot support this. There are some Japanese manufacturers who can support this, but they said to import the customized refrigerator would cause the price to more than double.
However we got a reply from Hoshizaki that it can be customized, so we could purchase the shape we wanted at a local price.

Hirohata: I had been in charge of sales of Hoshizaki in Japan, Taiwan and Thailand, but I feel that the developed countries have a higher demand for customizing. If you have any requests concerning customizing, we can make a proposal, so please contact us.

■Could you tell us about after-sales service? To be honest, I feel uneasy about maintenance in Thailand.

Hirohata: After I came to work in Thailand, I felt the point which is necessary to improve the most is after-sales service. As you know, the service in Thailand is not as good as that in Japan.
For example, there are only a few manufacturers that focus on after-sales service in Thailand, and the current situation is that most manufacturers rely on the agents. I have even heard stories like after being contacted, the agent came 2 or 3 days later and fixed the machine with non-genuine parts of any manufacturer that the agent has available.

Hoshizaki products

■This is a fact, isn’t it…

Hirohata: When I saw this current situation, I was driven by a sense of mission that I have to do something. Then I talked with our head office and was transferred to Thailand as a maintenance manager of domestic sales. Thanks to that, now we can go to fix any of our machines within 24 hours after contact in most cases. If we receive a call in the morning, we can visit in the afternoon and even handle maintenance on holidays as well.

■This is a tremendous buying bonus for the purchaser.

Takamoto: That’s right. Actually if the fridge is broken while expensive ingredients are inside, it will lead to a large loss, so it is very reassuring that they can handle maintenance on that day.

Hirohata: I heard that in some restaurants they keep the expensive ingredients in a Hoshizaki refrigerator and other ingredients in a local refrigerator. (Haha)

■I heard that you have started a maintenance-inspection agreement.

Hirohata: Yes. In Japan we made a maintenance agreement for a periodic inspection twice a year and cleaning maintenance once a year with many customers. We have started the service in Thailand as well from this year onward, since there are many requests for a maintenance-inspection agreement. Regarding after-sales service and maintenance, we will continue to improve and aim to be the equivalent to service in Japan, listening to the customer’s requests. And next year we will start selling the refrigerators and freezers which are not necessary to clean the filter. We think it will help to reduce the maintenance load.

Hoshizaki products

■Finally I will ask Mr. Takamoto. Are you going to buy Hoshizaki products next time, too?

Takamoto: Of course. The Penguin sign of Hoshizaki is a kind of status. (Haha) After listening to the story this time, I believe that I made a right choice to buy Hoshizaki products.

Summary
Through this interview, I felt again that Japanese products and service are great. Then we can purchase its product and service at a reasonable price. For the restaurant owners, why don’t you ask Hoshizaki Thailand for a quotation? From now on, when I choose a restaurant, I will check if there is a penguin sign in the kitchen. (Haha)

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