Survey: 4 in 10 India Smartphone Consumers Require Repeat Visits for Repairs
- Long wait times, multiple visits, and delays in resolution emerged as the key pain points for respondents.
- 43% of the survey respondents felt the cost of repair was somewhat high to very high.
- Only 61% of the respondents had their issue resolved on the first visit. Among brands, Samsung, Xiaomi and Apple led in resolving issues during the first service center visit.
- Among those who got their issues resolved, 47% said it was fixed within four hours, with Xiaomi leading at 52%, followed by Apple and vivo.
- Xiaomi led with the highest share (37%) of cost-efficient repairs, where issues were resolved at under INR 1,000.
New Delhi, Beijing, Berlin, Buenos Aires, Fort Collins, Hong Kong, London, Seoul, Taipei, Tokyo – September 15, 2025
As many as 4 in 10 smartphone users in India have to visit the service center multiple times to get their issues resolved, according to a consumer survey conducted by Counterpoint Research. Display-related problems are the most common, accounting for 31% of cases, followed by battery and performance-related concerns. Among brands, Samsung, Xiaomi and Apple led in resolving a majority of customer issues during the very first visit. Among those who got their issues resolved, 47% said it was fixed within four hours, with Xiaomi leading at 52%, followed by Apple and vivo.
With dependence on smartphones growing for banking, communication and entertainment, even a small disruption can cause significant inconvenience. Rising repair expenses and multiple visits further add to dissatisfaction, making after-sales services a weak link in the overall ownership journey. To understand this issue, the consumer study uncovers the gaps, highlights pain points, and encourages brands to strengthen support infrastructure and deliver the reliability users rightfully expect.
Source: Counterpoint Research
Commissioned by Xiaomi India, the survey was conducted in August and September 2025 across India, covering 28 cities. The survey was conducted in the field among respondents exiting after-sales service centers of the top seven smartphone brands – Apple, OnePlus, OPPO, realme, Samsung, vivo and Xiaomi.
Commenting on the importance of after-sales service, Research Director Tarun Pathak said, “After-sales service has become a key pillar of the overall smartphone experience. Turnaround time and cost of repair directly shape how users perceive a brand, especially as dependence on smartphones continues to grow. Consumers today not only pay for the device but also expect reliable service as part of their purchase. Many highlighted trust in the brand’s transparency, communication and service quality, while also expressing relief that their issue was resolved smoothly. A quick, transparent and affordable service journey builds trust and confidence in the brand, and as competition intensifies, strong after-sales support will be a clear differentiator in driving loyalty and long-term success.”
Senior Analyst Arushi Chawla added, “When it comes to resolving issues efficiently and building trust, Xiaomi leads among Android brands, with 69% of its users saying the company’s after-sales service fully or mostly met their expectations. While many consumers still feel repair costs are somewhat high to very high, Xiaomi stands out for affordability, with the highest share (37%) of low-cost repairs under INR 1,000. This balance of meeting expectations and keeping repairs accessible has helped Xiaomi build stronger consumer confidence.”
Other key highlights from the study:
- 59% of the respondents found after-sales service centers easy to access, reflecting the growing coverage across cities. Xiaomi led Android brands, with 89% of its customers satisfied with service center availability.
- Top satisfaction factors included service center infrastructure (52%), repair quality (47%), staff friendliness (46%) and timely repair and resolution (46%).
- 30% of the respondents felt that service charges and pricing were not explained in a clear and easy-to-understand manner.
- While many reported positive emotions about their overall service center experience, 16% expressed negative feelings such as regret, frustration and disappointment.
As brands continue to strengthen device reliability through both hardware and software improvements, enhancing after-sales service in parallel is equally critical to building consumer comfort and trust. The survey highlights clear opportunities for smartphone brands to reduce the cost of replacement parts, share pricing in an easy-to-understand manner and expand services by offering convenient door-to-door pickup and drop-off services. These initiatives can play a pivotal role in reinforcing customer confidence and aligning with the growing expectations of today’s smartphone users.
About the survey
This survey was conducted in partnership with Xiaomi India in August and September 2025 across India, covering 28 cities. Respondents were approached as they exited after-sales service centers of the top seven brands – Apple, OnePlus, OPPO, realme, Samsung, vivo and Xiaomi – to get an immediate and fresh perspective on their after-sales support experience and expectations with brands.
About Counterpoint Research
Counterpoint Research is a global market research firm specializing in products across the technology ecosystem. We advise a diverse range of clients – from smartphone OEMs to chipmakers and channel players to Big Tech – through our offices located in the world's major innovation hubs, manufacturing clusters and commercial centers. Our analyst team, led by seasoned experts, engages with stakeholders across the enterprise – from the C-suite to professionals in strategy, analyst relations (AR), market intelligence (MI), business intelligence (BI), product and marketing – to deliver services spanning market data, industry thought leadership and consulting. Our core areas of coverage include AI, Automotive, Consumer Electronics, Displays, eSIM, IoT, Location Platforms, Macroeconomics, Manufacturing, Networks and Infrastructure, Semiconductors, Smartphones and Wearables. Visit our Insights page to explore our publicly available market data, insights and thought leadership, and to understand our focus, meet our analysts and start a conversation.
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Author
Arushi Chawla
Arushi Chawla is a Research Analyst with Counterpoint Research, based out of Gurgaon (near New Delhi). Currently, she is dedicated to primary research of emerging technology like mobile phone device, consumer IoT, and other technology-associated segments. She also has a keen interest in researching the impact of mobile phone technology and the digital payment ecosystem on the economy. Arushi holds a Post Graduate Degree in Economics from Amity School of Economics and is a graduate in Economics from Delhi University.
Abhijeet Paleja
Abhijeet is a Research Analyst at Counterpoint Research with over 8 years of experience in the Market Research industry, specializing in project management and client relations. He has a track record of managing B2B and direct consumer surveys. Throughout his career, Abhijeet has worked on diverse projects across industries such as Fintech, Automotive, Banking, and Insurance, showcasing his expertise in delivering valuable and actionable insights.