One reason that Apple iPhones have sold so well is the in-store support offered by the network of Apple Stores. But Android manufacturers haven’t been able to offer similar levels of support. Most Android manufacturers – Samsung aside – don’t really have a retail empire, so they can’t offer same-day fixes and replacements for broken phone.
Huawei’s new VIP service hopes to offer a similar support experience without the retail empire by offering a same-day replacement service for customers who buy the new P8. A source inside the company told us that Huawei VIP will launch in the UK for customers who buy the P8 and will offer a same-day courier replacement for customers who have faulty handsets.
Customers who buy the P8 will be able to call a dedicated phone number and speak to a Huawei customer support representative who will then diagnose the problem. If the issue is determined to be covered under warranty, it will be deemed eligible for a same-day warranty replacement (or next-day if you’re after the cut off period). In order for the replacement handset to be dispatched, Huawei will require a £100 deposit to cover against faults not covered under warranty.
Huawei VIP is only launching in the UK at the moment but the company may roll this out to other markets. Our source told us that Huawei VIP will also be available on the P8 Lite, which was rumoured to be announced alongside the P8 but wasn’t made official by the company at the launch.
Huawei VIP is similar to the service offered by Huawei’s e-commerce brand Honor, who offer a VIP replacement service for faulty Honor 6 and Honor 6 Plus handsets in the UK. Huawei will also offer a guaranteed two-to-five day repair (plus one day for shipping) for non-flagship handsets and it’s expected that Huawei VIP could also roll out to other handsets above a certain price in the future.