Microsoft handling over Lumia Customer Care Support to B2X

Microsoft is all done with the popular Lumia series, but they still need to support them through customer care, and manage hardware issues. This is definitely not something Microsoft would want to do, and hence now they are handling over the Customer Care Support to B2X.  Who are these guys? They are Support and Service specialist with around 2000 service locations, and span across 130 countries around the globe. They will also handle the feature phone support.

Here is what they shared in the press release:

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 B2X SMARTCARE 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.

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 website http://support.microsoft.com. The website also connects Microsoft’s mobile customers to highly skilled call center agents, managed by B2X.

It is definitely a calculated move, as Microsoft is not an OEM, and they definitely don’t have infrastructure for handling the devices which is now gone for good. Microsoft recently removed the Fitness Tracker, Band 2 from their website, and it may follow the same fate.

Those who already have the question “If its available in India”, then the answer is yes. They have service centre across India which I saw on their support page. So yup, you are covered.