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Here’s the average amount of money Indians spend on smartphone repairs – Times of India

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NEW DELHI: Smartphone users in India spend an average amount of Rs 2,400 on out-of-warranty smartphones, according to a report by Counterpoint Research. The report further adds that one in every four smartphone owners visit a service centre within six months of purchase of a new smartphone.
The report also adds that in terms of after-sales service experience, smartphone maker Oppo emerged as the winner with 93% of customers rated their experience as ‘very good’ or ‘excellent’ followed by Vivo (85%), Xiaomi (81%) and Samsung (81%). Apart from this, Oppo has also topped the list in the turnaround time of after-sales service followed by Realme and Vivo.
“Due to the COVID-19 pandemic, many after-sales service processes have been affected in India and abroad. Leading brands have taken initiatives to digitize the service delivery process, reduce wait times and maintain contactless delivery,” said Counterpoint senior analyst Pavel Naiya.

The report also mentions that Xiaomi was rated highest on “explanation of the problem” as well as solution. It was slightly ahead in “knowledge and soft skills” of the customer support executives compared to other leading brands. Courtesy of its active larger online community, Xiaomi customers could resolve many software issues on the go which helped in delaying a physical visit to the service centre. It is followed by Vivo and Oppo in this regard.
Nine out of ten respondents got their smartphones serviced within two visits. Oppo and Xiaomi users reported the least number of instances of having visited a service centre earlier with the same problem.

Research Associate Arushi Chawla said, “Importance of smartphones has increased during the pandemic. It thus becomes crucial for the after-sales service to have enough resilience to provide services during these trying times. This has led after-sales outlets of all leading smartphone brands to maintain hygiene and social distancing for the safety of their employees as well as visitors. Almost all service centre representatives were found to be using masks by the survey respondents. Samsung maintained contactless submission and collection of smartphones better than others. Usage of hand gloves and face shields was more common at the Vivo service centres, followed by Samsung.”



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