OnePlus India has significantly expanded its customer service operations by introducing a convenient doorstep service, offering pickup and drop facilities across an extensive network of over 19,000 pin codes. This initiative marks a significant step in strengthening the company's after-sales support, particularly in Tier 2 and Tier 3 cities, and reflects OnePlus's commitment to providing accessible and reliable service to its growing customer base in India.
The expansion of the doorstep service means that customers can now access support and repairs for their OnePlus devices without needing to visit a service center. This service includes free pickup and drop for devices, making it easier for users, especially those in remote areas, to get the assistance they need. This initiative is part of OnePlus's broader strategy to enhance customer satisfaction by offering convenient and efficient support options.
In addition to the expanded doorstep service, OnePlus has established a multi-channel customer support system to ensure customers can easily reach out for assistance. This system includes dedicated call centers, real-time live chat, verified WhatsApp support, and email-based service channels. These multiple channels ensure that customers can choose the most convenient method to address their queries or concerns, enhancing the overall customer experience.
These service enhancements are a key component of "Project Starlight," an initiative launched in Q4 2024, driven by user feedback and community-driven improvements. The company is investing ₹6,000 crore over three years to strengthen its service network for Indian users under this project. This substantial investment highlights OnePlus's long-term commitment to the Indian market and its dedication to providing top-notch customer service.
Complementing these efforts, OnePlus has also launched a nationwide OnePlus Service Camp, running from June 20 to June 30, 2025. During this camp, customers can avail of free device health check-ups and software updates for all OnePlus smartphones. Furthermore, customers with out-of-warranty devices can benefit from zero service charges on select repairs during this period. This service camp underscores OnePlus's focus on proactively addressing customer needs and ensuring their devices are functioning optimally.
Looking ahead, OnePlus has announced plans to further expand its service network, aiming to reach 28 states and over 400 cities within the next three to five years. This expansion will involve increasing the number of service centers and further developing the doorstep service network to cover even more remote locations. By extending its reach, OnePlus aims to provide timely, transparent, and dependable support to an even larger segment of its user base.
According to Robin Liu, CEO of OnePlus India, users have always been at the core of all efforts, and this extends to customer service. He believes that as the company continues to build its community in India, strengthening customer service and the service network is not just a priority but a commitment. Delivering a premium experience goes beyond the product itself, encompassing how the company supports its community at every step.
While this expansion of services sounds promising, some historical sources suggest that OnePlus's after-sales service in India has faced criticism in the past, with users reporting issues such as long repair times, unprofessional service, and high repair costs. However, these reports are older, and "Project Starlight" and the recent service enhancements indicate that OnePlus is actively working to address these concerns and improve its customer service reputation.
Overall, OnePlus India's introduction of the convenient doorstep service, coupled with its multi-channel support system and ongoing investments in service infrastructure, demonstrates a strong commitment to enhancing the customer experience. By making support more accessible and reliable, OnePlus is working to build stronger relationships with its users and solidify its position in the Indian smartphone market.
