What would you think of a manufacturer who is mute on channel queries but relies on its distributor to do the cover up job?

Somewhat this was the experience during a recent channel event in eastern India. During the presentation of a hard disk drive manufacturer, the channel audience began voicing their grievances about warranty and service issues in their town. The partners complained that the vendor did not have a service center in the town and this was resulting in inordinate delays in warranty support.

The vendor representative was speechless. He did not have any defence nor any promises to offer. The issue was then cleverly sorted by the distributor, committing them proper service measures.