Rs 2,4000 on an typical for acquiring their out-of-warranty handsets repaired. (Source: Pixabay)
One in every single 4 smartphone customers in metros and tier-I cities have to go to service centres inside six months of purchasing a new smartphone, although they invest Rs 2,4000 on an typical for acquiring their out-of-warranty handsets repaired, revealed a study by study firm Counterpoint. The study primarily based on a customer survey also identified Oppo, Xiaomi, Vivo and Samsung getting the most quantity of happy clients with their right after-sales service.
The survey questioned 1,000 clients who completed right after-sales service by going to authorised service centres in cities like Ahmedabad, Chennai, Bengaluru, Noida, Kolkata.
Oppo emerged as the brand with a maximum quantity of happy clients with 93 per cent discovering their right after-sale service ‘excellent’ or ‘very good’ followed by Vivo at 83 % and Xiaomi and Samsung at 81% each and every. Oppo also held the best position in more quickly right after-sale service with 73% respondents saying they received their serviced handset on the similar day as registering the complaint. The second position was for Realme, with 72 per cent clients getting their phones back the similar day. Vivo came third.
Waiting time was also the least for Oppo buyer service. 50 per cent of the respondents claimed they have been known as inside 15 minutes of arriving at the service centre. Realme, Samsung and Xiaomi also closely followed in the buyer wait time. The survey also identified that Oppo had the greatest requirements in repairing phones with spare components kept prepared compared to its competitors.
While Xiaomi explained challenges to clients the greatest, it delayed go to to centres right after registering complaints owing to the massive quantity of clients employing its devices and coming up to resolve application concerns. Oppo and Xiaomi customers the least quantity of instances had to go to the service centre twice for the similar challenge.
Due to the pandemic, numerous smartphone corporations right after-sales service have been impacted. The corporations had attempted to digitise the procedure and preserve contactless delivery as a great deal as attainable stated the senior Analyst of Counterpoint, Pavel Naiya. In this aspect, Samsung has the most quantity of happy clients. Covid protocols like wearing gloves, face shields have been most followed at Vivo centres.
Counterpoint also stated the most quantity of complaints have been concerning charging, show not identified and application (hanging).