In a surprise move, Microsoft has offloaded the customer care for both Lumia and Nokia-branded feature phones to a third party service provider B2X. This is surprising given the fact that soon Nokia-branded feature phones will be a part of HMD and FIH. So, it is not sure how it will play out. We have reached to HMD for more info on this and will keep you updated.
Coming to Lumias, Microsoft is already sun-setting the brand and will replace it with Surface range of smartphones. So, Microsoft may have decided to experiment with third-party service providing option and may use it for its future range of devices.
Here is the full press-release from B2X,
B2X becomes Microsoft’s primary aftersales partner for mobile devices, delivering a seamless customer experience in more than 130 countries
MUNICH – October 5, 2016 – B2X, the leading technology-enabled provider of customer care services for mobile and consumer electronics, announced that it has been engaged by Microsoft as a global customer service partner for Lumia and Feature Phones manufactured by Microsoft. B2X serves as Microsoft’s primary aftersales partner and provides customer support and device repair services for the Lumia and feature phones, starting in October.
B2X provides one of the industry’s most seamless customer service experiences. Users of Microsoft Lumia smartphones and Microsoft feature phones gain access to a global multi-channel customer care ecosystem managed by B2X in more than 130 countries. This global service platform powered by B2X SMARTCARE Technology delivers instant solutions for all warranty and non-warranty related customer inquiries.
We are extremely excited to provide one of the industry’s most comprehensive service and support offerings to people using Lumia and Microsoft feature phones,” said Dieter Weisshaar, Chief Commercial Officer of B2X. “With more than 400 service partners and 2,000 service locations globally, our customer care ecosystem and our SMARTCARE Technology are the ideal platform to serve the needs of these customers. We will make sure that customer support, reverse logistics and device repair services work seamlessly together, resulting in an exceptional customer experience.”
Lumia owners can also enjoy the benefit of an all-new mobile support application that can be downloaded from the Windows Store from mid-October onwards. The SMARTAPP allows customers to diagnose their Lumia smartphone and interact with a call center agent in real time.
Beyond customer support services through the self-help app, support websites and call centers, B2X manages a global logistics and service partner network that provides repair services for warranty and non-warranty related device issues. B2X also manages Microsoft’s spare parts supply giving repair centers rapid access to spare parts and accessories.
“It’s an honor for us to work with Microsoft on such an exciting customer care program. Our global aftersales platform is successfully used by some of the leading mobile brands in the world such as Apple, Samsung and Lenovo. Now, we are looking forward to provide a superior customer service experience on behalf of Microsoft,” says Rainer Koppitz, Chief Executive Officer of B2X.
For Lumia smartphones purchased less than 6 months ago, B2X has designed the new SMARTPROTECT premium service. SMARTPROTECT offers Lumia customers an extension of the limited manufacturer’s warranty in combination with a smartphone insurance. The premium service package can be purchased at http://www.b2x.com/smartprotect.
Questions related to the usage of Microsoft’s mobile devices are answered through the multi-language support website http://www.b2x.com/microsoftphonesupport, which is linked from the Microsoft website http://support.microsoft.com. The website also connects Microsoft’s mobile customers to highly skilled call center agents, managed by B2X.
Thanks to Vrind & Mike for the tips. Cheers!!