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I distinctly remember writing to you
last year on our vision to provide the best-in-class service to our users. Thanks to our service partners support and feedback from our users, we have overcome the initial roadblocks and service infrastructure related challenges to offer one of the best service support in the country. However, the overall service experience has continued to be below par on account of unprofessional staff, inaccessible location and lack of quality infrastructure at franchise centres. Moreover, most of these centres are heavily congested due to multi-brand support in a small workspace resulting in an impersonal and unpleasant experience. We’ve heard the horror stories and lessons by our fans who placed their faith in our products and were let down by lacklustre services earlier. But let me assure you that all your feedback have been meticulously noted and actioned upon. We want our service centre experience to also feel comfortable and inviting.
Today, we are thrilled to launch our first Exclusive Service Centre in Bangalore to address some of these perennial challenges. With this launch, we embark on a journey of a renewed commitment to resolve customer issues. The Bangalore ESC is the first of six such service centres that are scheduled to be launched by the end of next month. The other cities where ESCs will be opened in the first phase of outreach includes New Delhi, Mumbai, Pune, Hyderabad and Chennai. These state-of-the-art ESCs promise to bring transparency and professionalism while resolving customer issues within a ‘guaranteed 1-hour turnaround time’, thereby setting a new service standard in the country.
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Our exclusive service centres will stand out for its stellar customer support infrastructure. Expect a relaxing lounge that invites you to connect more with our brand. For remote locations within the cities where an ESC will be based, customers can optionally avail the complimentary pickup-drop service already offered by OnePlus.
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The centres will be valued not only for their superior utility and functionality but also for their entertainment quotient to the tech and non-tech enthusiasts. OnePlus ESCs are conceptualised to provide not just premium service experience but also extends an omnichannel shopping experience to its users wherein a user can review the complete range of OnePlus products offline before buying the products online. You wanted to experience, and now you have it. The first-of-its-kind ESCs are strategically located at high-street retail destinations and premium malls for easy accessibility. Each of these locations has been carefully selected to fit the profile of OnePlus users, enabling them to have a productive time while they are at the centre.
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Our promise to our fans is to offer exceptional smartphone experience while complementing it with world-class support and infrastructure. This is yet another step in fulfilling that commitment. We hope you will join us in making this initiative a mighty success, and we welcome all your thoughts and feedback.
We will also be opening up our second exclusive service centre tomorrow at 12 PM in Mumbai at Phoenix Paragon Plaza (Kurla - Adjacent to Phoenix Marketcity). Do swing by and check it out - we will be glad to see you all.
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