After-sales is often discussed primarily through the language of warranty. That is understandable: a claim creates a cost, somebody must authorise it, and the organisation needs to know who carries it. But the customer's question is usually more immediate. Can the product be put back into service, by whom, and in what time?
Consider a worn boot sole and a failed fastening. One may be a paid repair, the other a warranty claim. Both depend on identifying the right part, finding someone able to fit it and explaining the outcome to the owner. A reporting system that records only approved claims makes the first customer almost invisible, although the quality of the response may determine whether either customer returns.
The useful starting point is therefore the installed product. What can reasonably be serviced, which interventions require specialist competence, and what support can the distributor actually provide? Warranty remains an important part of the answer. It simply stops being the organising principle.