Xiaomi has announced the strategic expansion of its Premium Service Centre network in India, reinforcing its customer service focus as part of its value-for-experience strategy. The company is launching Premium Service Centres across 15 new cities, marking the second phase of its plan to establish 100 such centres nationwide.
The rollout began with Ludhiana and Indore on January 29, followed by Visakhapatnam, Surat, and Lucknow on January 30. All 15 new Premium Service Centres are scheduled to go live in the first quarter of 2026 through a phased approach, extending Xiaomi’s premium after-sales support to more regions across the country.
Xiaomi is the fourth largest smartphone vendor in India in 2025, according to Omdia report. Xiaomi shipped 19.7 million smartphones in India last year as compared with 26.6 million in 2024. Xiaomi has lost significant share in the smartphone market in India to 13 percent in 2025 from 17 percent in 2024.
Xiaomi’s new-generation Premium Service Centres are designed to deliver more than conventional device repairs. The centres focus on faster turnaround times, dedicated technical expertise, hands-on product interaction zones, and enhanced convenience features aimed at making customer service simpler, more transparent, and reassuring. Beyond servicing, the centres function as experience hubs where customers can explore and purchase Xiaomi products, benefit from paperless processes aligned with sustainability goals, and take part in community initiatives such as Xiaomi Days, held every Wednesday with exclusive customer benefits.
Sudhin Mathur, Chief Operating Officer, Xiaomi India, said the strong response to the first 10 Premium Service Centres validated the growing importance of dependable and experience-led after-sales support. He noted that as customers retain devices for longer periods, reliable customer service becomes critical. The expansion into 15 additional cities supports Xiaomi’s commitment to long-term ownership and helps customers maintain their devices for greater value over time.
The expanded network introduces enhanced customer-centric benefits. Women customers can avail special 30-day service discounts, while defence personnel and persons with disabilities are eligible for lifetime waivers on service charges. Limited-period offers include up to 50 percent discounts on select spare parts and complimentary screen protectors for eligible devices, subject to availability. These initiatives aim to make premium customer service more inclusive and accessible while encouraging longer device usage through trusted support.
Xiaomi highlighted strong performance metrics from the first 10 Premium Service Centres launched in 2025. Nearly 95 percent of devices were repaired and delivered within 24 hours, repeat visits remained below 1 percent, and customer escalations were under 0.5 percent. More than 5,000 customers also benefited from Xiaomi’s Wednesday Service Days, which offer free service charges on out-of-warranty repairs, complimentary device health checks, professional cleaning, and free software upgrades.
At the core of Xiaomi’s customer service strategy is speed, quality, and reliability. The Premium Service Centres provide priority repairs within 24 hours, supported by advanced diagnostics, strict quality checks, and ready availability of spare parts. Standby handsets are offered if repairs exceed two hours, minimising disruption for customers. Each centre is staffed by Xiaomi-certified experts who undergo regular training to ensure consistent service standards across all locations.
With smartphone replacement cycles continuing to lengthen, Xiaomi’s expanding Premium Service Centre network positions customer service as a central pillar of the ownership experience. Through this initiative, Xiaomi aims to strengthen customer trust, support sustainable device usage, and reinforce its role as a long-term service partner for Indian consumers.
BABURAJAN KIZHAKEDATH
