OPPO India has strengthened its focus on customer service with the launch of Service Center 3.0 Pro, a next-generation after-sales network designed to deliver a faster, more transparent, and premium support experience. Building on its customer-centric strategy, the company plans to expand this upgraded format aggressively, with 110 new service centers to be added across India in 2026. At present, 29 Service Center 3.0 Pro locations are already operational nationwide.
The new service center model moves beyond traditional repair services to create a more comfortable and efficient ownership experience. Digital check-in, real-time queue updates, and dynamic digital signage have been introduced to reduce waiting time and keep customers informed throughout their visit. OPPO has also enabled face-to-face repair and servicing, allowing users to directly interact with technicians for greater clarity, trust, and transparency.
Service Center 3.0 Pro features a refreshed visual identity with clearly defined service zones, comfortable lounge seating, and smarter space utilisation through multi-purpose work points. Customers can explore devices in a dedicated product experience zone, while gaming areas help make waiting time more engaging. These premium service centers are currently spread across 18 states, including Gujarat, Maharashtra, West Bengal, Delhi NCR, and Kerala, with further expansion underway in key markets.
The above chart from Omdia indicates that OPPO had 13 percent share in the Indian smartphone market in 2025.
According to Goldee Patnaik, Head of Communications at OPPO India, customer feedback continues to shape the company’s service strategy. He noted that users consistently seek faster turnaround times, transparency, and technology-driven processes. The upgraded service centers are designed to meet the expectations of modern-day users who value efficiency and a consistent premium experience across all service touchpoints.
OPPO India continues to support customers through a robust network of more than 570 service centers across over 500 cities, offering assistance in 19 languages. Core service commitments include free pick-up and drop for repairs and a 24-hour turnaround time, ensuring minimal device downtime and hassle-free support.
Technology plays a central role in OPPO’s customer service framework. Aligned with the Government of India’s Right to Repair initiative, OPPO offers a Self-Help Assistant accessible through social media platforms, YouTube, the company website, and the MyOPPO App, enabling customers to troubleshoot common issues independently. Additional support channels include AI-powered chatbots, IVR voice bots, and a multilingual customer care hotline operating daily from 9 AM to 10 PM, including public holidays.
Service performance benchmarks underline OPPO’s emphasis on responsiveness, with six-hour email turnaround time, two-hour social media response, 92 percent of calls answered within 20 seconds, and 97 percent of chats responded to within 20 seconds. Premium Queue registration provides priority service for Find and Reno series users.
Beyond repairs, OPPO India focuses on building long-term relationships through service-led engagement initiatives. Service Days, held from the 10th to the 12th of every month, offer complimentary phone cleaning, software updates, accessories, refreshments, and repair discounts. Find and Reno users receive added benefits such as free phone covers and screen guards twice a year, while OPPO Care Protection Plans provide extended warranty options and coverage for screen damage, accidental damage, and liquid exposure.
BABURAJAN KIZHAKEDATH
