Oppo Launches Customer Service 3.0 Initiative - Guarantees 24 Hour Turnaround Time

• Oppo has introduced Customer Service 3.0 Initiative
• The service guarantees 24 hour turnaround time for repairs
• The service covers software issues, screen and battery replacement, speaker damage, and touchscreen malfunction.

Oppo has rolled out a new initiative called the Customer Service 3.0, a repair service aimed at improving the efficiency of customer support. The service provides a 24 hour guarantee on turn around time and covers 80% of the smartphone repairs reported. Including - software issues, screen and battery replacement, speaker damage, and touchscreen malfunction. An interesting initiative given the service ecosystem across the world is a matter of concern, the initiative on paper looks well thought out.

About Customer Service 3.0
The Customer Service 3.0 initiative, introduced last year, already provides one-hour onsite repairs for select devices, new product demonstrations, free pick-up and drop, and debit/credit cards-based bank EMI options on repairs, among several other benefits. OPPO India also provides transparent, real-time repairs where customers can view OPPO technicians fixing their devices in front of their eyes.

Under the 24-hour send-in repair service, customers can schedule a free pick-up and drop for their smartphone by submitting the Send-in repair form on the OPPO India website; here, they will need to enter the device IMEI number and registered mobile number along with the pick-up address. OPPO India’s 24-hour repair TAT starts once the device reaches the service center.

Customers will receive regular updates through SMS and WhatsApp to inform them of the repair progress. In cases where devices are picked up from remote areas, the pick-up, repairs, and delivery are completed between 5 and 7 days. OPPO India Customers can also communicate with @OPPOCareIN on Twitter or Facebook to avail of the Send-in repair service.

The smartphone OEM has a wide presence of more than 550 authorised service outlets throughout the country and has already upgraded 24 of its authorized service centres to meet the Service Centre 3.0 standards in cities including Chandigarh, Kochi, Calicut, Calicut, Thrissur, Lucknow, Agra, Madurai, Bilaspur, Baramati, Hyderabad, Delhi NCR, Jaipur, and Visakhapatnam. OPPO plans to upgrade 40 more service centres to the new 3.0 standard by the end of 2024.

It will be interesting to see the feedback of customers on this one, and perhaps the industry's response to the initiative.