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Ahead of the crucial launch of BB10 devices, BlackBerry has strengthened its servicing infrastructure in the country.
The handset maker has opened up 100 new service centres that will address consumer queries and complaints within 24 hours. BlackBerry has roped in HCL Infosystems and Redington to run these centres across 80 cities.
“This is first time we are embarking upon setting up such centres. Eighty per cent of the time the complaint is not about the product but more about a feature which the user does not understand. At these centres, you can give your handset for repair as well as clarify your queries about features,” Sunil Dutt, Managing Director, Research In Motion India Pvt Ltd, told Business Line . The centres will also retail BlackBerry accessories.
Currently, BlackBerry has about 100 collection centres managed by Redington. In these centres, consumers can drop in their handsets for complaint redressal which may take anywhere between 5 days and 7 days. In the new service centres, the problem will be addressed then and there or at most within a day. Even enterprise customers will be able to walk in to these repair centres.
Earlier, they had to route the complaint through their company’s IT manager. While HCL will manage the centres in the North and East, Redington will run the show in the South and West.
BlackBerry is also strengthening its India team by roping in senior level talent from rival device makers.
Prosenjit Sen, who was earlier with Samsung, has been appointed as the new Director of Channel Sales. Ashish Gupta, an ex-HP man, has been brought in as Director (Marketing). Sumita Tandon has been brought in from HP as the new HR head.
BlackBerry is set to launch the new BB10 device in the Indian market by the end of the month. “This is the biggest launch for BlackBerry in India and we have been preparing for almost 3 months,” Dutt said.
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