Xiaomi has teamed up with Gadgetwood eServices, an online portal that offers repair and support services for smart devices. Under the tie up, Gadgetwood will provide one-day repair and delivery services for Xiaomi devices.
According to reports, a two and half month long pilot project was conducted in Delhi NCR region. Under the project, customers were offer repair service and delivered in 24 hours. About 500 customers used the service. This is another unique move from Xiaomi as it aims to address concerns related to after sales services for devices sold via online-exclusive model.
"We want to bring door-delivery services to customers, who otherwise have no time to travel and identify outlets to service their gadgets in," said Manu Kumar Jain, India head at Xiaomi. “As a startup, we are constantly looking for such opportunities. We reached out to them (Xiaomi India) and got a quick response. Our customer satisfaction levels have reached a new high,” adds Jayant Jha, co-founder and director at Gadgetwood eServices.
A lot of companies, especially those who have entered the Indian market via online-exclusive model, have faced flak for not being very clear about after sales support. In fact, Indian brands have also faced similar criticism. A lot of online forums are flooded with such complaints. With the market being flooded with budget phones, a lot of customers have preferred to buy a new phone rather getting it repaired.
Last year, we had conducted a poll on what you thought about after sales support. And majority said they were disappointed by the Indian smartphone brands such as Karbonn, Micromax and Xolo. Check out our poll report on trust on Indian smartphone brands for after-sales service here.