According to the BuzzFeed News, a Mumbai-based analysis firm RedQuanta recently conducted a survey and found that customers are less willing to suggest Apple products and services than smartphone competitors Samsung and Xiaomi.
RedQuanta assigned Apple the lowest score of -22 after interviewing 550 customers at 80 authorized service centres. RedQuanta associate vice president of sales strategy Anushree Tapuriah said any rating above zero is considered “good.”
60 per cent of respondents calling employees of authorized shops “arrogant,” the report states that Apple received the poor score for customer satisfaction, issue resolution and understanding of store staff to customers and their problems.
One of the main reasons could be due to the fact that Apple service stores can take weeks to make minor repairs, and provide generally disappointing customer service and for out-of-warranty devices, this can mean charging extremely high fees. Even having an in-warranty product doesn’t necessarily guarantee high-quality service.
In short, Apple’s service is complicated and time-consuming. India customers are still served by locally owned and operated authorized resellers as Apple is working to bring its own retail operations, but negotiations are still underway.