OPPO rolls out Service Centre 3.0

In line with its efforts to elevate customer service and experience, OPPO India unveiled its service centres 3.0. These new generation centers are specifically designed for the modern and young customer who wants technology at the core of everything and is looking for a premium experience at all touchpoints. With the aim of driving brand loyalty and transparency, customers visiting all–new OPPO 3.0 service centres will now also be able to witness product demonstrations and face–to–face repair and service for handheld devices. This will ensure the authenticity and security of all parts and the device itself, thus assuring safety of the data.

Redefining comfort and convenience for customers, OPPO has also introduced pick-up and drop services to allow customers to get their devices repaired from the comfort of their homes. The send in repair is going to be operational across 13,000 pin codes in India. Devices get picked up from these Pincodes for repair and fixed devices are returned within 3-5 working days. Providing services to length and breadth of the country and transforming the definition of convenience, OPPO is providing the industry-best TAT (Turn Around Time) for returning devices within a week. Starting October 2022, users can book a servicing pick-up for their OPPO smartphones pan India. To schedule a pickup of any OPPO device, customers can call the Toll-free number (18001032777) between 9 AM to 7 PM.

Saurabh Chaturvedi, Head of Customer Service, OPPO India, said, " Having a customer-first model, we believe in listening to customer feedback on various channels and deploying initiatives that are best suited for their needs. The recurring insight coming from our conversation with them was a need for a transparent, convenient, and premium service experience. Attuned to this feedback, we set a new industry benchmark in after-sales servicing with the launch of service centre 3.0. Further, to offer a faster, easier, and more convenient customer experience, we have introduced device pickup and drop services which will ensure accessibility of quality technology across the country."

Speedy address of customer queries across platforms has been a key driver of OPPO’s after-sales services with the brand focusing on maintaining its industry-leading TAT. Any OPPO user sharing their query on social media receives a first-level response in less than 20 mins and experiences an overall TAT of less than 4hrs. Currently, the brand enjoys an industry-leading net promotor score of 80% and customer satisfaction score of 98%. Aside from extending services like AI-power Voice Bots, and platinum-care hotline assistance to customers for immediate assistance, OPPO is also introducing industry-first EMI options on repairs to their customers on all eligible debit & credit cards.

The new service centres 3.0 are functional in Chandigarh, Kochi, Calicut, and Lucknow. OPPO plans to expand its service centre 3.0 upgrade to all the service centres by 2024 across Tier-1, 2, and 3 cities in India.