We have all heard stories from friends and family about their harrowing experiences at after-sales service centres. There are so many incidents we hear where customers are made to come again and again to the service centre only to realize the device isn’t ready yet. When a simple two-hour job as replacing a broken display takes over a month because the brand hasn’t stocked spare parts before launching the smartphone. Or when the service centre claims the problem has been fixed only to find it hasn’t been repaired? Certainly, we all have heard such stories if we haven’t experienced them ourselves. Also Read - Smartphones to cost more with import duty hike on displays: Everything you need to know
But what do we do about such incidents? Scream at the service centre representative and threaten to drag them to a consumer court? Vent our anger on social media? Fire emails to the company in question? But that seldom solves the problem. Also Read - How to use your smartphone camera to attend video calls instead of the webcam
With new smartphone players coming in and dozens of new smartphones getting launched every week, no one is really bothered about the lack of after-sales service. Most brands just pay lip service and claim the number of after-sales service centres they have but no one is talking about the actual user experience. As smartphones turn into commodities and brands more concerned about acquiring new customers than servicing existing ones, there is no proper forum that connects consumers with brands. Also Read - The xHelper malware explained: Why it is so dangerous and how to get rid of it?
BGR India aims to be that forum. We would like to hear your experience with after-sales service support from your smartphone brand. We will become the conduit to connect you with the brands and ensure your problem is resolved. We also invite smartphone brands to partner with us and let us know how together we can make the consumer experience better.
If you or someone you know are having a nightmare of an experience dealing with after-sales service centres, drop me an email at email@example.com. Please mention all details including the original bill and details about the service centre and any other documentation available. I will personally take your case up with the relevant brand.