Is Microsoft Giving up on Lumia Phones? Company Transfers Lumia Support Services to 3rd Party Firm

Omar Sohail
Posted Oct 6, 2016
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More evidence pointing towards the end of Microsoft Lumia handsets comes when the software giant has transferred its Lumia Support Services to German firm called B2X. In case you didn’t know, B2X is going to be in charge of global customer care of Lumia smartphones and Microsoft feature phones starting this month.

Is the Transfer of Lumia Support Services Signaling the End of Microsoft Lumia Handsets?

B2X is going to release a new app for the Windows Store and will make it possible for smartphone users to get in touch with support engineers at a faster pace. Looking at the company’s history, B2X has a knack for this sort of thing as the German firm has already worked with tech giants before, ranging from Apple and Samsung. With Microsoft however, their primary responsibility will be taking care of customer support for the entire Lumia lineup.

Rainer Koppitz, Chief Executive Officer of B2X has expressed his views on the latest partnership with Microsoft:

“It’s an honor for us to work with Microsoft on such an exciting customer care program. Our global aftersales platform is successfully used by some of the leading mobile brands in the world such as Apple, Samsung and Lenovo. Now, we are looking forward to provide a superior customer service experience on behalf of Microsoft.”

In addition to providing customer support, B2X is also offering a premium service for new Lumia buyers, which the company is calling it SMARTPROTECT. SMARTPROTECT will be aimed at devices that are purchased less than 6 months ago and will offer Lumia customers an extension of the limited manufacturer’s warranty in combination with a smartphone insurance. It is possible that Microsoft had a hand to provide extended warranty, but some manufacturers believe that the software company is not interested in improving the experience of Windows 10 Mobile.

Another reason why this partnership took place was because Microsoft could dedicate more hands towards its upcoming Surface Phone lineup, which is said to be the last lifeline for the company as far as its Windows 10 Mobile devices are concerned.

The Press Release Has Been Given At the Bottom

MUNICH – October 5, 2016 – B2X, the leading technology-enabled provider of customer care services for mobile and consumer electronics, announced that it has been engaged by Microsoft as a global customer service partner for Lumia and Feature Phones manufactured by Microsoft. B2X serves as Microsoft’s primary aftersales partner and provides customer support and device repair services for theLumia and feature phones, starting in October.

B2X provides one of the industry’s most seamless customer service experiences. Users of Microsoft Lumia smartphones and Microsoft feature phones gain access to a global multi-channel customer care ecosystem managed by B2X in more than 130 countries. This global service platform powered by B2XSMARTCARE Technology delivers instant solutions for all warranty and non-warranty related customer inquiries.

We are extremely excited to provide one of the industry’s most comprehensive service and support offerings to people using Lumia and Microsoft feature phones,” said Dieter Weisshaar, Chief Commercial Officer of B2X. “With more than 400 service partners and 2,000 service locations globally, our customer care ecosystem and our SMARTCARE Technology are the ideal platform to serve the needs of these customers. We will make sure that customer support, reverse logistics and device repair services work seamlessly together, resulting in an exceptional customer experience.”

Lumia owners can also enjoy the benefit of an all-new mobile support application that can be downloaded from the Windows Store from mid-October onwards. The SMARTAPP allows customers to diagnose their Lumia smartphone and interact with a call center agent in real time.

Beyond customer support services through the self-help app, support websites and call centers, B2X manages a global logistics and service partner network that provides repair services for warranty and non-warranty related device issues. B2X also manages Microsoft’s spare parts supply giving repair centers rapid access to spare parts and accessories.

“It’s an honor for us to work with Microsoft on such an exciting customer care program. Our global aftersales platform is successfully used by some of the leading mobile brands in the world such as Apple, Samsung and Lenovo. Now, we are looking forward to provide a superior customer service experience on behalf of Microsoft,” says Rainer Koppitz, Chief Executive Officer of B2X.

For Lumia smartphones purchased less than 6 months ago, B2X has designed the new SMARTPROTECT premium service. SMARTPROTECT offers Lumia customers an extension of the limited manufacturer’s warranty in combination with a smartphone insurance. The premium service package can be purchased at http://www.b2x.com/smartprotect.

Questions related to the usage of Microsoft’s mobile devices are answered through the multi-language support website http://www.b2x.com/microsoftphonesupport, which is linked from the Microsoft websitehttp://support.microsoft.com. The website also connects Microsoft’s mobile customers to highly skilled call center agents, managed by B2X.

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