After-sales service is an important consideration when buying a new smartphone. It differentiates well-known brands from no-name brands, and it lays the foundation for brand trust and loyalty. While the state of manufacturer service centers varies by countries, it's fair to say that some vendors provide better after-sales service than others. In India, we've seen our fair share of bad actors — some of which force customers to wait for up to a full month to get their devices repaired.
It's given a competitive advantage to original equipment manufacturers (OEM) who make an effort to offer superior after-sales service. Take Xiaomi, for example, which launched a new feature in India on Wednesday: Mi Service Order status. It allows users to track their devices' repair status on Mi.com, the company's e-commerce portal, and it shows a five-stage tracking indicator.
Here are the various statuses:
- Under inspection – Your device is being checked
- Work in progress – Your device is getting repaired
- Ready for delivery – Your device has been repaired and is ready for delivery
- Delivery – You have accepted the delivery of your device
- Cancelled – Your service order is canceled
The new feature was announced by Manu Kumar Jain, Managing Director of Xiaomi India, on Twitter. Here's how to use Mi Service Order Status:
- Enter your contact/order/service/IMEI/Sn number.
- Click on "Confirm" to get a One-Time Password (OTP) on your mobile number.
- Enter the OTP and click on "Submit". You'll get the status of your service order along with the details of your device.
Up until now, smartphone owners in India have only been able to track service status by calling the service centers directly. With the launch of the new repair tracker, Xiaomi's signaling that it's serious about going above and beyond in customer service.
Separately, the company announced that the 3GB variant of the Redmi 5A will be sold offline through Mi Preferred Partner stores. It'll have a price tag of up to Rs. 7499 (about $116), subject to retailer offers.
Source: Manu Kumar Jain (on Twitter)
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