Gionee revises DOA policy

Gionee has revised its Dead on Arrival (DOA) policy. The policy, which earlier allowed customers to return any Gionee’s mobile phone, which has developed a functional defect within 7 days of the purchase, has now been extended to 30 days of purchase to benefit the end-user. The new policy comes into effect from 21st February, 2017.

According to the company, “Gionee has always been a leader known for bringing in innovation in products and services for its customers always. Our commitment is consumer’s satisfaction and to ensure that we reach out to all our consumers across the country through exclusive service centres. The extension of the period in DOA policy will empower the customers to report to us if they are facing any technical issue with a smartphone and we will get it rectified. The new policy is elevating our commitment to consumers by prioritizing their needs.”

A DOA headset must qualify the following conditions:

 Functional defect within 30 days of Activation/Proof of purchase (whichever is earlier)

 Handset box should be supported by original invoice with IMEI details

 Box, Handset and all original accessories should be available

 No sign of major scratches, damage, tampering, liquid damage or user defects• Defect must be re-produced in service centre

 Customer approaches Authorized Service Centre with the defective handset along with box and all accessories.

DOA shall not be considered under the following conditions:

*         In case the defect is not reproduced at SVC Centre.

*         Any software-related issues.

*         Issues related to all kinds of Accessories

Gionee currently has 460 exclusive service centres across India, which will go up to 650 by the end of 2017 in order to enhance the service touch points. The Exclusive Service Centres are equipped to handle complaints up to L3 level. The Exclusive Service Centres also include specialized zones for product demonstrations, customer interactions and face-to-face service for handheld devices.

The company also plans to open 35 premium exclusive service centres in India in 2017. The first of such premium exclusive centre was recently inaugurated in Jaipur.