You finalized the automation equipment, released the payment, installed the system… and suddenly the supplier goes silent. Calls not answered, emails ignored, WhatsApp messages seen but no reply. If this sounds familiar, trust us—you are not alone.

In India, post-purchase support issues are one of the biggest pain points in automation projects, especially in marine, offshore, and industrial sectors. At Hindustan Marine, we regularly hear this from shipowners, engineers, and procurement teams who are stuck with faulty equipment and zero vendor response.

Let’s talk honestly about why this happens, what you should do immediately, and how to protect yourself in the future—step by step.

When the Supplier Goes Silent After the Sale

Automation equipment is not a plug-and-play product. It needs configuration, calibration, testing, and ongoing support. When the supplier disappears after delivery, the impact can be serious:

Vessel or plant downtime
Safety risks
Failed audits or class surveys
Delayed projects
Heavy financial loss

📊 Industry Insight:
Studies show that nearly 30–35% of automation buyers in India face post-purchase support delays, and 1 in 5 cases involves a completely unresponsive supplier.

This is exactly why choosing the right Marine Automation Equipments Supplier matters as much as choosing the equipment itself.

Automation Equipment Where Post-Purchase Issues Are Most Common

Post-purchase problems are not limited to one product. They usually occur with:

PLCs, HMIs & Control Panels

Logic errors
Software bugs
No program backup
No commissioning support

Sensors & Field Devices

Wrong range selection
Calibration issues
Early failure due to poor quality

Power Supplies, VFDs & Servo Drives

Parameter mismatch
Fault trips
No technical guidance

Custom-Built Automation Panels

No drawings provided
No spares availability
Vendor-dependent design

📊 Fact: Custom panels without documentation increase long-term maintenance cost by 40–50%.

Why Automation Suppliers Stop Responding

Understanding the reason helps you decide the next move.

1. Unorganised or Small Vendors

Many suppliers focus only on sales. Once payment is received, support becomes “extra”.

2. Grey-Market or Parallel Imports

Products are cheaper but not supported by OEMs in India.

3. No Warranty or SLA Defined

If support terms are not written, suppliers can easily avoid responsibility.

4. Business Closure or Cash Flow Issues

Unfortunately common in small automation trading firms.

5. Sales–Service Disconnect

Sales promises support, service team doesn’t exist.

📊 Reality Check:
Over 45% of automation disputes in India are linked to unclear warranty or SLA terms.

Early Warning Signs You Should Never Ignore

Before a supplier completely disappears, there are red flags:

Slow replies even before installation
No official support email or helpdesk
Avoiding technical questions
No manuals, drawings, or test reports
Only WhatsApp communication, no formal emails

If you see two or more of these signs, you are already at risk.

Immediate Steps to Take When Supplier Is Not Responding

Here’s what we recommend at Hindustan Marine—practical and proven.

1. Collect All Documents

Keep everything ready:

Invoice & Purchase Order
Warranty card
Emails, WhatsApp chats
Test reports (if any)

This documentation is your biggest strength.

2. Contact Through Multiple Channels

Official email
Phone & alternate numbers
LinkedIn or company website
Registered office address

Many suppliers respond once escalation becomes visible.

3. Escalate Within the Organisation

Don’t stick to the sales person.

Ask for service head
Contact directors or founders
Send a formal escalation email

📊 Tip:
Written escalation improves response rate by 60% compared to calls alone.

4. Set a Clear Written Deadline

Example:

“If we do not receive a response within 72 hours, we will proceed with third-party support and legal options.”

This shows seriousness and creates urgency.

Technical Workarounds While Waiting

Operations cannot stop. While waiting for a response:

Temporary Fixes

Bypass faulty sensors where safe
Run manual mode (if allowed)

Third-Party Automation Service Providers

Experienced service teams can:

Diagnose PLC logic
Replace compatible parts
Reconfigure HMIs

📊 Fact:
Using qualified third-party support can restore 70–80% of automation functionality even without the original supplier.

Handling Warranty & Replacement Issues

Understand Your Warranty

Check:

Duration
Covered components
Exclusions (voltage, environment, misuse)

OEM vs Local Supplier Warranty

OEM warranty is always stronger than local warranty.

If your marine automation equipment supplier is OEM-authorized, OEM support may still help even if the local vendor fails.

Legal & Formal Options Available in India

If the supplier still doesn’t respond:

1. Legal Notice

A simple legal notice often triggers action.

2. Consumer Court / Commercial Court

Depends on purchase value and business structure.

3. MSME Samadhaan Portal

Applicable if the supplier is MSME-registered.

4. Payment Dispute / Chargeback

Possible if payment was made through protected channels.

📊 Insight:
Over 50% of disputes get resolved after a formal legal notice, without court proceedings.

What to Do When Original Supplier Is Completely Gone

This happens more often than we’d like.

Recovery Options

Migrate PLC/HMI to supported brands
Rebuild panels with new vendor
Reverse-engineer logic & documentation
Standardise spares

At Hindustan Marine, we often help clients recover projects where the original supplier has vanished.

How to Avoid This Situation in Future Purchases

This is the most important section.

Vendor Due Diligence Checklist

OEM authorisation proof
Service team availability
Spare stock in India
Clear warranty terms
AMC options

Always Ask for

Drawings & software backup
Documentation
Support escalation matrix

📊 Best Practice:
Companies using SLA-based suppliers reduce post-purchase issues by 55–60%.

Why Choosing the Right Marine Automation Equipments Supplier Matters

A reliable supplier doesn’t disappear after delivery.

Why Clients Trust Hindustan Marine

Genuine, marine-grade automation equipment
Clear post-purchase support structure
OEM-aligned products
Fast response across Indian ports
Support for legacy and new systems

We believe support is part of the product, not an extra service.

Conclusion

If your automation supplier is not responding, don’t panic—but don’t wait silently either. Act fast, document everything, escalate properly, and explore technical and legal options.

More importantly, learn from the experience. Automation equipment is a long-term investment, and choosing the right Marine Automation Equipments Supplier can save you lakhs in downtime, repairs, and stress.

At Hindustan Marine, we focus not just on selling automation equipment—but on standing by our clients long after the invoice is raised.

Frequently Asked Questions (FAQs)

1. What should I do if my automation supplier is not responding after payment?

Collect documents, escalate formally, set deadlines, and involve third-party support if required.

2. Can I claim warranty if the supplier disappears?

Yes, if the product is OEM-authorised. OEMs may support directly.

3. Is third-party automation service safe?

Yes, if handled by experienced professionals with marine/industrial expertise.

4. How can I check if automation equipment is genuine?

Verify serial numbers with OEMs and check authorisation of the supplier.

5. How do I avoid this problem in future?

Choose a support-driven Marine Automation Equipments Supplier, not just the lowest-cost vendor.