OPPO India has introduced “Service Center 3.0 Pro,” an upgraded iteration of its after-sales service network. The initiative aims to modernize the repair and support experience for customers across the country. Currently, 29 of these premium centers are operational, with the company targeting a total of 110 new centers by 2026.
The new centers are currently functioning in 18 states, covering key markets such as Delhi NCR, Maharashtra, Gujarat, West Bengal, and Kerala.
Operational Upgrades and Layout
The Service Center 3.0 Pro format distinguishes itself from conventional repair shops by integrating digital tools and redesigning physical spaces to improve efficiency and transparency.
Key features of the new format include:
- Digitized Workflow: The integration of digital check-ins and real-time queue updates aims to minimize waiting periods. Dynamic digital signage provides customers with continuous status updates regarding their service requests.
- Face-to-Face Repair: To enhance transparency, the centers offer face-to-face servicing, allowing customers to view the repair process directly.
- Zoned Interiors: The physical layout has been streamlined into distinct zones. This includes a dedicated product experience zone for hands-on device testing, a gaming zone to occupy customers during wait times, and multi-purpose work points.
Network Reach and Support Infrastructure
OPPO India currently maintains a network of over 570 service centers across more than 500 cities. The company states that this network supports communication in 19 languages.
Standard service pillars for the brand include a free pick-up and drop facility for repairs and a targeted 24-hour turnaround time for service completion.
Digital Support and “Right to Repair” Alignment
In alignment with the Government of India’s Right to Repair initiative, OPPO has introduced a Self-Help Assistant. This tool is designed to enable independent troubleshooting and is accessible via the MyOPPO App, the company website, and official social media handles.
Remote Support Metrics:
- Channels: Support is available via AI-powered chatbots, IVR voice bots, and a multilingual hotline operating daily from 9 AM to 10 PM.
- Languages: The hotline supports nine languages: English, Hindi, Tamil, Telugu, Bengali, Marathi, Gujarati, Malayalam, and Kannada.
- Response Time: The company reports a six-hour turnaround time (TAT) for emails, a two-hour response time for social media inquiries, and states that 92% of calls and 97% of chats are answered within 20 seconds.
Customer Engagement and Premium Services
Beyond standard repairs, OPPO has structured specific programs to engage users and provide additional value to device owners.
- Monthly Service Days: Held from the 10th to the 12th of every month, these days offer customers free phone cleaning, software updates, and discounts on repairs.
- Premium Queue: Users of the “Find” and “Reno” series devices are granted access to priority queues. These users also receive specific benefits, such as free screen guards and phone covers twice a year.
- Protection Plans: Customers can purchase OPPO Care Protection Plans, which cover extended warranties, one-time screen replacements, and accidental/liquid damage protection.
Commenting on the launch, Goldee Patnaik, Head of Communications, OPPO India, said:
Customer expectations continue to guide how we evolve our service strategy at OPPO India. With a nationwide network of service centers, we stay closely connected to what our users need from after-sales support. Their message has been consistent: service must be faster, more transparent and supported by simple, technology-led processes. These next-generation centers are built for modern-day users who value efficiency, clarity and a consistent premium experience across touchpoints. As we scale this upgraded format across the country, our focus remains the same—every improvement starts with what our customers tell us.