After-sales service – The hiccup for Chinese brands!

Every day a new Chinese technology brand launches its products in India with new price proposition, features and looks. But how many of us think about their after-sales services? Indian mobile user base is increasing day by day and touched 103.5cr according to September report of TRAI.  In such a scenario, one often wonders which brand should one prefer to avoid any hassles post purchase.

While smartphone sale is increasing gradually, very few brands think of a customer satisfactory journey. In the process of attaining customer satisfaction, we feel brands also need to work on opening more service centres with quick response time and advanced and fast repair procedures.

Earlier, we have seen many cases where people abandoned the brand just because of poor after sale services. The litmus test of brands these days lie not just in providing more service centres but also giving the best quality of repair.

When we think of a brand known for its after-sales services ‘Apple’ strikes our mind. The primary reason for this positive brand recall lies in their quick turn around time. Another brand out of the lot that believes in a long term relation with the consumer is itel mobile. They have 100 days swap/replacement policy. However, brands like Zopo mobile also have the policy of exchanging the phone in 365 days. The penetration of Zopo is very less as compare to other brands like itel Mobile.

Brands like Gionee, Oppo, Vivo, OnePlus, etc. work on the multi-brand service store model and don’t have the independent service centre where the core value of the itel mobile revolves around giving the innovative hi-tech products to masses along with satisfactory after sale services. There are certain preconditions, however, which are to be quick in mind to avail these services:

  • Certified defective handsets that are complying with warranty conditions gets swapped with similar units within 100 days of purchase.
  • Swap units will be same or similar spec model.
  • Cosmetic of exchange units might be similar if not better than an earlier unit.
  • Beyond 100 days, the standard repair warranty terms would be applicable

Apart from this, the company has more than 1000 service centres across the globe. They even have different brand name Carlcare Service Centre to ensure the customers don’t have to run from pillar to post. This kind of service eventually leaves a lasting impression and echoes the values that itel stands for and shows how serious they are about consumer needs.