The Mitsubishi Electric Corp (Japan) Technical Support

I was a little pissed-off these past couple of days.

I was trying hard to trace the Original Equipment Manufacturer (OEM), the Mitsubishi Electric Corp (MELCO), of our 31 year old power transformers in one of our power plants to ask some technical support for their equipment that they installed in our plant 3 decades ago. Look simple but tracing the right people who can give me a definite answer to my inquiry is really hard.

After a couple of international call and battling with some language barrier, I finally made a contact to a Japanese guy from MELCo who, I supposed, can handle my inquiries. However, I was only disappointed.

According to this guy, Mitsubishi Electric doesn’t entertain any technical support or assistance-related inquiry from Mitsubishi Electric Corp.’s clients outside their country. They don’t even want to refer us to someone they know that could help us. I don’t know what kind of Japanese philosophy is that but, didn’t they know that they are in an equipment supply business? And one of the key formulas for its success is a good customer support, regardless of to whom did they sold their products, specially for a multi-million dollar equipment like power transformers. They should be enthusiastic to entertain inquiries from its clients.

Mitsubishi Electric has a reputable name as a manufacturer of electrical equipments, from generation to utilization. However, because of this experience, I would be hesitant to consider it as a manufacturer of choice.

Filed in: Others
Local date: February, 2010

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