Indians spend roughly Rs 2,400 on out-of-warranty smartphone repairs, Oppo has most satisfied after-sale customers

Rs 2,4000 on a median for getting their out-of-warranty handsets repaired. (Source: Pixabay)

One in each 4 smartphone customers in metros and tier-I cities have to go to service centres inside six months of shopping for a brand new smartphone, whereas they spend Rs 2,4000 on a median for getting their out-of-warranty handsets repaired, revealed a examine by analysis agency Counterpoint. The examine based mostly on a shopper survey additionally discovered Oppo, Xiaomi, Vivo and Samsung having the most variety of satisfied customers with their after-sales service.

The survey questioned 1,000 customers who accomplished after-sales service by visiting authorised service centres in cities like Ahmedabad, Chennai, Bengaluru, Noida, Kolkata.

Oppo emerged because the model with a most variety of satisfied customers with 93 per cent discovering their after-sale service ‘excellent’ or ‘very good’ adopted by Vivo at 83 % and Xiaomi and Samsung at 81% every. Oppo additionally held the highest position in quicker after-sale service with 73% respondents saying they obtained their serviced handset on the identical day as registering the criticism. The second position was for Realme, with 72 per cent customers receiving their telephones again the identical day. Vivo got here third.

Waiting time was additionally the least for Oppo customer support. 50 per cent of the respondents claimed they had been referred to as inside quarter-hour of arriving on the service centre. Realme, Samsung and Xiaomi additionally intently adopted within the buyer wait time. The survey additionally discovered that Oppo had one of the best requirements in repairing telephones with spare components saved prepared in comparison with its opponents.

While Xiaomi defined issues to customers one of the best, it delayed go to to centres after registering complaints owing to the large variety of customers utilizing its gadgets and coming as much as resolve software points. Oppo and Xiaomi customers the least variety of instances needed to go to the service centre twice for a similar drawback.

Due to the pandemic, many smartphone firms after-sales service have been affected. The firms had tried to digitise the method and keep contactless supply as a lot as doable mentioned the senior Analyst of Counterpoint, Pavel Naiya.  In this facet, Samsung has the most variety of satisfied customers. Covid protocols like carrying gloves, face shields had been most adopted at Vivo centres.

Counterpoint additionally mentioned the most variety of complaints had been relating to charging, show not discovered and software (hanging).

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