The technology landscape in Bangladesh presents a persistent paradox: a surging demand for digital devices juxtaposed with a prevalent "distrust economy" when it comes to secondary markets and after-sales services. Almost the entire ecosystem of electronics repair and after-sales service remain chaotic and unreliable.
For customers, the problem is a twofold one. On the one hand, accessing quality service is not easy. Quality repair services for computers and electronics that customers can access conveniently remains insufficient. Consumers face significant challenges finding reliable services.
On the other hand, a majority of the service providers operate informally and rarely guarantee professional services. In many instances, informal transactions often lead to fraud, component swapping, and an absence of accountability.
ExchangeKori, the circular economy company that has built a successful business around reuse, refurbishment, and recycling of used computers—laptops and desktops, has trying to address part of this challenge by offering reliable refurbished laptops and desktops with robust guarantees. The company has built a growing business in the space. It deals with thousands of devices per month and currently runs three physical outlets in three prime locations in Dhaka—Gulshan-Tejgaon Link Road, Dhanmondi, Mirpur.
However, as its business grew, ExchangeKori came to see yet another growing problem in the vertical—reliable repair services. Customers often struggle to access reliable repair service conveniently. And that’s how ExchangeKori’s new vertical came into being—strategically venturing into computer repair and servicing, aiming to extend its hard-won "trust economy" from sales to service.
Rasel Ahmed, Co-founder and CEO of ExchangeKori, highlights the fundamental gap and provides the context: “Computer sales have been on the rise. More and more people are now buying these devices. While everyone wants to sell, quality repair and after-sales service remains a major gap in customer service. Many sellers don't emphasize the importance of providing after sales service. Moreover, while there are existing repair service providers, the quality and reliability of these services remain in question.”
This oversight points to a massive, underserved market, one where ExchangeKori believes its established reputation for quality and transparency can create a significant competitive advantage.
The existing laptop repair market in Bangladesh is largely fragmented and suffers from a trust deficit. Customers frequently worry about unreliable service, lack of transparency, absence of guarantees, and inconvenience.
Many small-scale operations lack online presence or standardized customer service. Concerns about hidden defects, non-original spare parts, or even component swapping are rampant.
Unlike Device Mama's 50-day replacement guarantee for sales, repair services typically offer minimal or no warranties. Getting reliable service, especially outside major urban centers, can be a huge challenge.
This pervasive distrust means customers often don't rely on any service center except one or two.
The market for laptop and desktop repair services in Dhaka alone is substantial, with "not less than four to five thousand" service calls daily, encompassing both individual and corporate needs.
This represents a significant, yet largely untapped, opportunity for a player capable of bringing structure, reliability, and trust to the segment.
Having built a thriving business on the premise of trust and quality in refurbished device sales, ExchangeKori is now leveraging this foundation to establish a dependable repair service.
As we noted above, with the service ExchangeKori aims to address a significant market gap for reliable and trustworthy computer repairs, as many existing options lack credibility or quality.
ExchangeKori’s repair service focuses on providing comprehensive post-sales support for their existing customers, while also offering paid services to external clients with transparent pricing structures for various repair levels, from software issues to complex motherboard repairs.
The company emphasizes building trust through original spare parts, experienced technicians, and a structured pick-up and drop-off service to ensure convenience and quality control, distinguishing itself from less reliable at-home repair models.
The strategy is multi-faceted, focusing on transparency, standardized processes, quality parts, and a customer-centric approach.
The service caters to two primary customer segments:
Existing ExchangeKori/Device Mama Customers: These are considered "priority customers" and receive five years of free labor service. They only pay for any necessary spare parts. This reinforces the long-term relationship and adds significant value to their initial purchase.
External Customers: This includes local residents and other corporate entities who may not have purchased their devices from ExchangeKori but want reliable repair services. They can access the service for a fee.
ExchangeKori has introduced a clear, tiered pricing structure for external customers, addressing the common ambiguity in informal repair shops:
Crucially, ExchangeKori insists on using original spare parts for all repairs, a key differentiator in a market flooded with low-quality components.
To ensure consistency and quality, ExchangeKori categorizes problems into three levels:
The process is meticulously managed: from receipt and diagnosis to price approval from the customer, follow-up, and final delivery.
For corporate clients, ExchangeKori also provides services like on-site data migration when they purchase refurbished units, a service rarely available from traditional retailers.
In addition to customers coming to ExchangeKori’s two offices in Dhaka for repair service, the company has also introduced a pick and drop where it sends people to pick up a device for repair for an extra fee. This provides a much needed convenience to many customers, individuals and corporations, who find it difficult to carry a device to a repair shop.
However, while ExchangeKori provides a pick and drop repair service, the company emphasizes on the fact that it rarely provides at home repair services because it often limits its ability to provide a quality solution. When a technician visits a customer at home, he often lacks necessary tools and time to investigate a device properly and provide the right solution. Instead, when the device is brought into one of ExchangeKori ’s offices, they can check it more thoroughly and provide better service.
Rasel Ahmed explains: "Sending an engineer to a home, they cannot work on a laptop there. Because what parts will be needed for that laptop, no one knows... A laptop needs all kinds of tools and spare parts to be opened and fixed, which cannot be carried in a bag".
This approach ensures that repairs are conducted in a controlled environment with access to all necessary tools and inventory, enhancing repair quality and efficiency.
ExchangeKori's current repair operations are based out of its three physical stores in Dhaka (Tejgaon, Mirpur, and Dhanmondi). Unlike "one-shutter shops" in shopping malls, these branches offer a more professional environment that instills customer confidence. Rasel emphasizes, "our infrastructure and office environment give customers a good impression when they enter our establishment".
The company also leverages its strong digital presence and the positive reputation from its existing Device Mama customer base to build trust for its repair services. "We have been able to provide consistent good quality services to our customers at ExchangeKori and Device Mama, which has resulted in an excellent reputation in the market. Our customers trust us and want to build on that trust," Rasel notes.
ExchangeKori has introduced a radical approach to solving the fundamental challenge of buying used laptops online in Bangladesh: trust. Used products e-commerce in Bangladesh operates in what might be termed a "distrust economy." Fraud is a well-known challenge. Quality is hard to verify. After sales service is almost non-existent.
ExchangeKori has inverted all these challenges by offering services like exceptional warranty service, no advance payment option, quality standard, replacement guarantee and similar services that are unique and hard to get from any other providers in the market.
This integrated approach means the trust built on sales directly translates into reliance on their service. This not only helps the company attract its existing customers when they need repair service, it also helps it attract new customers who only come to the company for repair service.
The repair service aligns perfectly with ExchangeKori's broader vision of a circular economy and social responsibility.
By extending the lifespan of electronic devices through quality repairs, the company actively contributes to reducing electronic waste and promoting sustainable consumption.
For the founders, ExchangeKori is about more than just financial gains. It's about bridging the digital divide by making technology accessible and functional for underserved communities.
Providing reliable, affordable repair services helps individuals, students, and small businesses keep their essential tools operational, supporting their education and work.
ExchangeKori has been running its repair vertical for a while now. However, the company has started providing service to outside customers only recently. The company says the response from the market and the scale of the problem means it sees a meaningful opportunity for expansion.
While currently equipped to service approximately 20 laptops daily across its Three branches (totaling 1500 monthly), the company is prepared to scale its operations by adding more engineers and infrastructure as demand grows, especially with upcoming marketing campaigns.
In the near future, the company aims to expand pick-up and drop-off points by establishing smaller collection points in different areas to enhance customer convenience.
Additionally, ExchangeKori aims to launch an ecommerce store for selling used spare parts, further minimizing e-waste and offering affordable repair options. Since the company deals with used products, it regularly handles a large amount of spare parts that can’t be refurbished. ExchangeKori sees an opportunity to create an online platform that can help people access affordable laptop and computer parts.
Finally, the company plans to continue control over service quality. Unlike aggregators who provide service through third party partners, ExchangeKori is committed to delivering services directly through its own trained personnel to ensure consistent quality and control.
By strategically expanding into the repair market, ExchangeKori is not just adding a new revenue stream; it's reinforcing its position as a holistic solution provider in Bangladesh's electronics sector.
As Rasel Ahmed succinctly puts it, the company wants to "take on the entire headache of service," whether for corporate or retail customers. This commitment positions ExchangeKori not merely as a tech seller but as a key player in building a more reliable, sustainable, and accessible technology ecosystem in Bangladesh.
