Indians apparently spend an average of 2,400 INR (roughly 32 US Dollars) on servicing their smartphones that are out of warranty. The report arrives after a study was conducted over major cities in the country.
According to the report, one in every four smartphones users in Kolkata, Bengaluru, Chennai, Noida, and Ahmedabad visits a service center within just 6 months of purchase. In recent times, after sales service has also become increasingly important for brands and CounterpointResearch has found one of the most common problems faced by Indian users and the average expenditure on fixing out of warranty smartphones.
Issues related to charging, software, sluggish/hanging operations, and display were few of the most common problems faced by Indian customers as per a survey. Furthermore, when these devices are out of warranty, the people usually end up spending an average of 2,400 INR. Interestingly, the survey also found that 8 out of the 10 people that visit service centers are satisfied with the after sales service.
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As per Senior Analyst Pavel Naiya, “Due to the COVID-19 pandemic, many after-sales service processes have been affected in India and abroad. Under these circumstances, leading brands have taken initiatives to digitize the service delivery process, reduce wait times and maintain contactless delivery.” The analyst further added that this resulted in “two-thirds of the respondents received their smartphones within a day while about half of the respondents said that the parts required for the service were available at the service center.”
Other notable findings in the report included Oppo being one of the fastest in terms of after sales services. Realme came in a close second with its turnaround time having 73 percent and 72 percent, respectively, of the customers receive their handsets back within a day. Vivo arrives third with 68 percent. On the other hand, Xiaomi rated the highest on “explanation of the problem” and the solution. This translates to higher knowledge and soft skills of the customer support executives in comparison to other brands.
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