OnePlus announced a first of its kind doorstep repair service, designed to deliver a premium after-sales service experience to its customers. The new, innovative service initiative has been introduced as part of the brand’s active efforts to expand its premium experience beyond product offerings. The brand has extended its premium user experience to include after-sales service offerings as well.
While the majority of the smartphone industry heavily relies on the traditional service centre approach, the leading premium smartphone market leader is currently the only smartphone brand globally to offer doorstep repair service including both hardware as well as software service resolutions.
After running a successful pilot phase in the past six months, OnePlus has introduced its doorstep repair service across Bangalore, Mumbai, Delhi, Hyderabad, Chennai and Pune. Moving forward, OnePlus aims to expand this initiative across all tier-1 cities and several tier-2 cities as well. With the new service innovation, the brand has made it more convenient than ever for its users to resolve any service-related issues, leading to an exceptionally high consumer satisfaction rate of 96% in its overall service efforts.
Addressing the new program, Vikas Agarwal, General Manager, OnePlus India said, “The new doorstep service initiative brings to life our commitment to ensure a premium, burdenless experience for our community across all areas, including after-sales service. As a community-centric brand, we constantly strive to set new global benchmarks when it comes to designing innovative user-driven experiences. We believe that users should experience and enjoy the premium value of a product in every aspect associated with it. And we are confident that the new doorstep repair service will prove to be very beneficial to our community on a similar note”.
Customers can apply for this service using the OnePlus Care App available on Google Playstore, where they can choose a convenient time slot for the engineer to visit and service their device at their leisure hour. As an extension to this initiative, OnePlus also provides free product pick-up and drop-off service for OnePlus users seeking to resolve any issues with their product. This service is available in over 8000 pin codes, covering 80% of India.
Within two years of establishing its first exclusive service centre, OnePlus expanded to over 70 service centres, including exclusive and partnered outlets, across 40+ cities and towns. The brand further aims to expand its customer service network to top 100 cities, including tier-2 cities and beyond, by the end of the year 2020.
The brand has previously stood out for offering unique customer experiences in its service centres. Given the keen interest among its community members towards gaming, the brand set up dedicated gaming venues across its service centres. The brand also introduced special OnePlus coffee experience zones offering premium quality beverages to their service centre visitors; and has lately introduced kids play arena for enhanced customer convenience. Additionally, OnePlus also offers instant Whatsapp support to customers on any after-sales service or sales related queries, helping them gain immediate resolutions wherever possible.