Vivo SA GM Tony Shi (left) and CEO Jeff Cao at the service experience store opening.
Vivo Mobile’s new service experience store is the first of many to come in the future, said Tony Shi, Managing Director of Vivo South Africa.
The Chinese smartphone brand officially opened its first stand-alone service center at the Canal Walk shopping center in Cape Town last week, saying the move is part of its regional expansion.
The new site joins a global network of nearly 2,000 Vivo Customer Service and Authorized Centers to date.
Shi says ITWeb Vivo will open more service centers in other provinces. “There are plans to expand our service center network in South Africa as the business grows.
“Cape Town is the first facility we have built alongside Johannesburg. Right here [Joburg]it is currently located in our office park, but we have plans for a standalone development in the future.
Vivo, which entered the South African market in December 2019, has invested over R1 million to set up the service experience center, Shi reveals, noting that he is accompanied by four specialists who work by teams to permanently serve customers.
An after-sales offering, Vivo says the store provides tiered customer support, including professional repairs, device maintenance, system updates, and official spare parts.
In addition, it offers free collection and delivery, one-hour flash repair, free device insurance and other multiple value-added services, it says.
“We are committed to bringing service innovation and customer satisfaction. One of the best ways to provide the service and share the experience with our valued customers is the service center. Not only can it provide service at many levels, but it can also provide effective support for products in and out of warranty,” says Shi.
Jeff Cao, CEO of Vivo Mobile SA, adds: “In 2021, Vivo ranked fifth overall in the global smartphone industry market share. Vivo has also dominated the Chinese smartphone market, and as our network has expanded to 10 more countries in Africa, our business in South Africa has continuously grown with doubled annual growth.
“This store is one of the most important service experience facilities we have built in South Africa and it will play an important role in the growth of vivo South Africa for years to come.”
Asked about the double annual growth that Vivo has witnessed in the local market since its arrival, Shi declined to comment further, saying only, “Unfortunately, due to company policy, we cannot disclose to this stage.”
Vivo is confident in its continued growth in South Africa, says CEO. “By the second half of 2022, we will be ready to fully open all of our carrier channels,” including retail and online channels.
The Vivo smartphone brand is present in 30 global markets, including 10 in Africa.
In South Africa, Vivo has rolled out a number of devices including Y21, Y11, Y1S, V21 5G, X50 series, with Y76 5G being the latest addition to its smartphone portfolio.