The Indian smartphone arena has an extremely intense competition. Players such as Motorola and Xiaomi have started bringing niche offerings to their after-sales services. The Chinese smartphone maker Xiaomi has started the pilot projects for picking up and dropping smartphones from the customers’ homes in Mumbai and Delhi and Rs 99.
Motorola is in plans to expand the Moto Care on wheels services in 10 cities in the coming months. Now, Xiaomi is considering launching the Mi Home that is a large format experience-cum-service center by the end of this year or early next year.
Regarding this, Manu Jain, the Head of India Operations at Xiaomi stated that the customers will have to simply call Xiaomi and their people will arrange for an appointment with the customer to pick up their smartphone, get it repaired at an authorized service center and deliver the phone back to the customer.
This service is a pilot project since April and it receives hundreds of requests in a day in the NCR region and around 100 in Mumbai. In Delhi, the trained staff of a startup partner called GadgetWood will pick up the Xiaomi smartphones and send it for repair under the guidelines provided by the firm. Moreover, the firm has assured one-day repair.
As per the industry insiders, the brand, price and product specifications are important, but the customers will prefer the after sales service as it will provide easy access to repairs. Motorola has a 30 day no questions asked return policy that is routed through Flipkart. It is an application that is pre-embedded on the Motorola smartphones allows users to contact the tech support. Interestingly, this app supports Hindi chat as well.
Regarding this, Amit Boni, Motorola’s Head of India stated that the firm is expanding their care on-wheels pilot, and Delhi will be the first region to receive it in 10 cities. The Care-on-wheels service was introduced in January and qualified and skilled personnel repair the Motorola devices for free at the user’s doorstep within 30 days of purchase.
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