After-Sales Service Archives - Gizmochina

Oppo India brings instant smartphone support with digital self-help assistant

Sean — Wed, 13 Mar 2024 10:17:20 +0000

Oppo has just announced a brand-new service to improve the after-sales experience on its smartphone for its customers. The company is bringing a digital self-help assistant that enables instant smartphone support. So here’s everything you need to know.

Oppo India Digital Self-Help Assistant

Oppo India unveiled this new service on World Consumers Rights Day. The new digital service basically lets customers resolve issues related to their smartphones without having to physically go to a service center. As per official notes, this is a first-of-a-kind initiative in India and is available for all Oppo smartphones, meaning your A, F, K, Reno, and Find series are eligible for this service. This program is also in line with the Indian Government’s “Right to Repair” drive.

According to Savio D’Souza, Director of Product Communications at OPPO India, “Indian consumers are very tech-savvy, and this portal provides users with all the information they would need to troubleshoot their OPPO smartphones without making a trip to the service centre. With the Self-Help Assistant, OPPO makes things simpler for consumers; this initiative is about empowering them and enhancing their experience of owning an OPPO device.” To get access to this service, Oppo smartphone owners simply need to head to Self-Help Assistant on the official Indian website.

One can even go to the MyOppo app and click on the Support Tab to access the Self-Help Assistant. Consumers can then select their device from the menu and pick between Troubleshooting and Simulation options. The latter offers over 400+ settings and functions to test the Camera, Memory, Recording, Backup, Wi-Fi, Hotspot, and more. This setting also brings a digital step-by-step guide as well. Meanwhile, Troubleshooting can help resolve software issues that are related to data and networks. Oppo will even bring multilingual support and integrate IoT products in the next phase.

Honor offers VIP Plus exclusive service for free to Magic V customers

Jeet — Wed, 19 Jan 2022 08:01:29 +0000

Honor recently launched its first foldable smartphone, dubbed Honor Magic V and now the device is officially available for purchase in China for a starting price of 9,999 yuan which roughly converts to $1,574.

The company has now announced that those who have purchased the Honor Magic V smartphone will be getting the VIP Plus exclusive services free of cost.

The VIP Plus service includes 24×7 support for the customers and can be used just by dialing the dedicated phone number. Further, the services can be availed by visiting any of the offline service centers.

Honor is also offering door-to-door service to the customers. In this on-site service, the engineers can conduct on-site inspection, maintenance, cleaning, and provision of spare phones for mobile phones. However, this service is currently limited to uses in Beijing, Shanghai, Guangzhou, and Shenzhen.

If the Honor Magic V takes longer for repair, then the company will provide a high-end spare smartphone to the customer but the company has not yet revealed which devices will be offered under this service.

Users can also get the advantage of two free maintenance service in a year that includes memory cleaning, comprehensive testing, software upgrades, mobile phone cleaning, and external screen film. Customers also get a 30 percent discount on the replacement of the nano-optical inner/outer screen each time.

To use the one-to-one service, the user just needs to navigate to the service page in the My Honor application and then the customer can also chat with the service representative after adding through the enterprise WeChat app.

Indians spend 2,400 INR ($32) on average on fixing out of warranty Smartphones

Sean — Wed, 02 Dec 2020 09:58:54 +0000

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.

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.”

A OnePlus Service Centres

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.

The post Indians spend 2,400 INR ($32) on average on fixing out of warranty Smartphones appeared first on Gizmochina.

Irked by Google’s after-sales service, Pixel user puts up anti-Google posters in Delhi

Jeet — Mon, 07 Jan 2019 06:41:01 +0000

Google’s Pixel smartphone has received mostly positive reviews, especially in the camera department which is arguably the main reason for choosing a Pixel smartphone over other flagship smartphones. However, the Pixel lineup is also infamous for being riddled with bugs and issues.

Users facing issues have no other option to get a solution than to visit a service center. While the company might be trying to offer solutions to the issues faced by Pixel users, it is not easy to offer the same customer service experience to everyone that too in a country like India.

A similar situation happened in Haryana, India. Manu Aggarwal, irked by the company’s after-sales service, found a unique new way to let Google know about it. He went around popular public hotspots in New Delhi and put up anti-Google banners and billboards criticizing the company of not providing quality customer support.

According to the reports, Manu Aggarwal bought his Google Pixel smartphone in early 2017 and almost a year after purchase, the device started exhibiting problems. He says that he reached out to the company for repairs and his device went through “several rounds of repairs” but came back without any fix for the problems.

He even took to Twitter to express his displeasure. He shows how he had hours-long conversations with the customer care representatives and even called this experience ‘mental harassment’. When nothing worked, he decided to put up anti-Google banners.

The banners explained the problems and even asked users “to reduce their dependency on Google as a service.” He has also added QR codes of his tweets on the poster and has also made a YouTube video about the issue.

While it’s not yet known if Manu Aggarwal’s issues have been sorted out but this incident highlights the problem with after-sales service of companies selling premium phones. When the company is charging a massive amount for its devices, customers expect that the company will be actively trying to solve their issues, which sadly doesn’t seem to the priority.

(Source)

The post Irked by Google’s after-sales service, Pixel user puts up anti-Google posters in Delhi appeared first on Gizmochina.