Clearly, Apple has followed Apple's move in India since at least 2012, and talked about Apple's flagship flagship going on for years without any concrete success. Seven years later, there's still no word from an Apple Store coming to India. Meanwhile, Apple's sales dropped 50% last year, and service of Apple products is known locally to be a nightmare.
Too late, Chinese smartphone maker Xiaomi moved to India and has already discontinued Samsung as the leader in that market. They apparently have close to 100 stores in India. How did they do it when Apple couldn't even get a store from the ground? It's embarrassing.
In the premium smartphone market where Apple's only strength rested, is now in third place, according to Counterpoint and their graphics below.
With Apple's top smartphone leadership now you have slipped to the third place, you have to wonder what goes so wrong. The answer seems to be Apple's collaborative business that offers iPhone service from hell that in turn breaks Apple's brand.
In a survey that measures customers' willingness to recommend a company's products or services to other Mumbai-based business analysis firm RedQuanta Apple scored 22, which was among the lowest in the industry.
RedQuanta, which counts companies such as BMW, Ford, Google and Microsoft among its customers, interviewed 550 Apple customers at 80 Apple Authorized Service Centers in India.
In RedQuanda's survey, Apple had some of the lowest scores for customer satisfaction, problem solving and empathy of retailers to customers and their problems. RedQuanta said 60% of respondents found Apple service center employees "arrogant" and common complaints included that employees were not susceptible to customer concerns about their devices. "The whole process seemed very transactional and non-personal, not expected from a brand like Apple in the rest of the world," said Anushree Tapuriah, assistant director of sales strategy at RedQuanta.
Correspondingly, Tapuriah added that Samsung and Chinese smartphone maker Xiaomi, the majority of smartphones in India, have top RedQuantas customer satisfaction charts in India. Both companies score significantly better on calculations such as accurate diagnosis of the problem with a product and immediate resolution.
The Buzzfeed report then covered a series of testimonies of the poor service that never seemed to end. For those who want to read about the depth of negativity, it can be done by reading the entire report here.
A RedQuanta spokesperson told Buzzfeed India that "Customers in India are paying a premium for their Apple products due to import taxes – for example, a $ 1000 iPhone Xs in the US costs around $ 1,400 in India. The form of the service providers is quite high, resulting in frustrating interaction on these services, making Apple's Indian customers particularly dissatisfied.
Navkendar Singh, an associated research director at IDC, said he had a controlled and cured retail experience.
As the market moves towards cheaper alternatives, sales of Apple smartphones in India by 2018 will fall by nearly 50% from the previous year, according to estimates from Counterpoint Research. combination
While Apple CEO continues to tell market analysts that India is an important market for them, year after year without a single Apple Store being built, while younger Xiaomi has fun running circles around Apple with close to one hundred stores.
China's Xiaomi is now the smartphone's volume leader in India, and OnePlus is now number two in the premium space over Apple. With other Chinese OEMs like Vivo and Huawei planning to push into India more heavily in 2019, you have to wonder why Apple just doesn't reside in India, rather than being considered a total loser of less than 1% of the market and Not able to work with the Indian government effectively to get a single store built.
There was a glimpse of hope that Apple and India would make a message out of Davos last month about an Apple iPhone Plant, but it never materialized. It's the same hope and let down cycle every year.
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