Survey: 4 in 10 India Smartphone Consumers Require Repeat Visits for Repairs

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.

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.

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.