“People have started to trust refurbished products more after the pandemic” – By, Mr. Soumitra Gupta, CEO of Xtracover

November 29, 2021 technuter 0 Comments

Brand Story describing the journey so far

Xtracover is a pioneer of this new organised sector & is focused on ensuring customer satisfaction, the core team is a mix of professionals that come with experience of over 20 years in repairs, refurbishment, warranty support, and products lifecycle management. The technologically equipped team also possesses industry expertise and has long-term OEM and ODM associations. With a strong domestic and global supply chain, the company’s ability to source components from across the world (and even directly from OEMs) gives the firm a competitive edge over its peers in the industry.

There is huge potential in the market for refurbished smartphones in India. We believe we have just scratched the surface of what the market has to offer. The more and more organised the refurbished sector gets the true potential of the market will throw up astonishing numbers. We believe that Xtracover is poised to take a giant leap because we are the pioneers in this industry and have positioned ourselves to take full advantage.

Briefly describe the uniqueness of the brand

Xtracover is unique in the industry as this is the only place where we offer the complete range of after purchase services to a customer for mobile phones, IT products and consumer electronics. We offer Extended warranties, Accidental damage protection, Screen protection, Repair/Refurbishment of out-of-warranty devices, Just-in-time availability of Spare parts and components, we sell refurbished and open-box smartphones and laptops and even buy back old devices from directly from customers who wish to sell. All refurbished and open-box devices sold on our platform are certified by our XCQC (Quality check) tool and carries 1 year warranty which is managed by us end-to-end. Xtracover also facilitates on behalf of big Companies – for example: we manage end-to-end the extended warranty & accidental damage protection programs for two of India’s largest Laptop manufacturers, unfortunately we are unable to disclose their names.

Xtracover is focused on ensuring customer satisfaction, the core team is a mix of professionals that come with experience of over 20 years in repairs, refurbishment, warranty support, and products lifecycle management. The technologically equipped team also possesses industry expertise and has long-term OEM and ODM associations. With a strong domestic and global supply chain, the company’s ability to source components from across the world (and even directly from OEMs) gives the firm a competitive edge over its peers in the industry.

ATPL, through its brand, Xtracover, is committed to offering its services to the B2C and B2B2C segment, as there are no organized players in the market with a similar background.

Business Model of Xtracover and its products & offerings

Xtracover is India’s fastest-growing online platform that caters to the whole range of after-sales services for electronic devices and electrical appliances. A one-stop solution for all your repair, service, and maintenance requirements, Xtracover is a unit of Aforeserve Technologies (P) Ltd (ATPL). Based in New Delhi, ATPL was established by the founder and core team of Aforeserve.com Ltd. that boasts a legacy of over 20 years of experience in IT repairs and services.

Pre-owned certified device sales with 1 year warranty – We are an Ecommerce platform that is into sales of refurbished Mobile phones, Android and IOS, and laptops with 1 year warranty, easy payment options and pan-India Delivery.

Repair and Refurbishment services – Anyone can book a repair service for their Mobile phone or Laptop using our Ecommerce platform. We offer pick up and drop services for Mobile phones pan-India and doorstep repairs for Laptops in select cities across India.

Warranty Plans – Customers may purchase-
- Extended warranty plans for out-of-warranty devices,
- Refurbished device warranty,
- Accidental damage protection,
- Screen damage protection,
- Home Serve plans – to secure all their IT and white goods appliances at home through 1 single platform.

Health check certification (XCQC) – XCQC is Proficient Tool to functionally check the health/quality of Mobile Phones by performing 64 automated & semi-automated tests and generating a certificate for that particular device based on test results.

Highlight the achievements and milestones

Xtracover is a unit of Aforeserve Technologies (P) Ltd (ATPL). Based in New Delhi, ATPL was established by the founder and core team of Aforeserve.com Ltd. which boasts over 20 years of experience in IT repairs and services.

Xtracover, India’s fastest-growing online platform, caters to the whole range of after-sales services for mobile phones, IT & electronic devices. The company’s key offerings include pre-owned certified device sales, warranty support plans, and XCQC, among other repairs/refurbishment services.

The pre-owned certified device sales come with one year warranty and are unique in the refurbished mobiles industry. The warranty support plans comprise extended, refurbished device warranty and accidental and screen damage protection, while XCQC is a mobile health check certification.

The company prides itself on having world-class technology and a highly experienced workforce. The team is a mix of individuals with industry expertise derived from their long-term OEM and ODM associations. A robust global supply chain ability to source components from across the world is another thing that gives Xtracover a competitive edge over its industry peers. The company envisions accomplishing itself as a premium consumer brand in the market.

Upcoming association and partnerships

We are tied up with a couple of big companies/players in the ecommerce segment, unfortunately our non-disclosure clauses keep us from disclosing names.

About Xtracover’s growth & expansion

Moving forward, the company plans to focus on creating Export Oriented Units (EOU) in India to increase its global outreach. It intends to get goods from large customers overseas, refurbish them in bonded warehouses, and ship them back. Since India doesn’t allow importing scrapped goods for refurbishment and sale, shipping them back and earning the service payment is one strategy to increase its global presence.

Highlight how the pandemic has helped in the growth of the refurbished goods market

People have started to trust refurbished products more after the pandemic. The reasons could be said to include cost-effectiveness & growing trust in brands offering refurbished products, as slowly and gradually the move happens from a unorganised market to a more organised & more structured one.

Can refurbished be the Future of Consumer Tech

What started catching the consumer’s attention in 2017, people are now becoming more aware of the refurbished market and have started opting for the same. Research suggests that the global market for refurbished mobile phones grew by 4% in 2020, and it is expected to increase manifolds by the end of 2021. Meanwhile, India is expected to be one of the countries to drive the sales of refurbished smartphones in the coming years. Why? Well, the reasons are manifolds – Shortage of precious metals, Cost-efficient, Increased access to good quality refurbished devices, Availability of Quality assurance & warranty, Environmental-friendly being among some of them.

From reduced costs to being eco-friendly, there are multiple benefits of using refurbished electronic products. Consumers are gradually understanding the importance of the refurbished industry, and the entry of more organized players in the industry is further making it easier for them to access high-quality and tested products in the market. Valued at $10 billion with the consumer demand continuing to rise, the refurbished market certainly cannot be ignored, and it may just be the future of consumer tech.

Are refurbished gadgets the new rage? Why?

If a refurbished product can give the best value proposition to the customer, thus gaining the trust and then following up on committed after-sales services – when this is done it increases the interest and grows the refurbished market. This industry has huge potential and will only go up.

How buying a refurbished phone can help you save money?

Refurbished phones can save up to 50% of the cost of buying a new phone. But it is not only the cost that becomes a factor – Quality of refurbishment, workmanship or the knowledgebase/knowhow of the refurbishment team, quality of spare parts used for refurbishment and what kind of warranty is the seller prepared to offer on the refurbished product – all these factors make up a good proposition for a consumer with high aspirational value but on a limited budget.

When and Why a product warranty is invalid?

Refurbished Warranty – Exclusions:

i. Any problems or defects not covered by manufacturer’s warranty

ii. Service of Devices which are not supported by valid Proof of Purchase by customer shall not be admissible under the policy

iii. Non-operating and cosmetic damage to the Device , such as damage to paintwork, Product finish, dents or scratches

iv. Accessories used in or with the Device including but not limited to remote, batteries, USB/HDMI cable and replacement of any consumable item or accessory

v. Normal wear and tear items, not integral or necessary to the functioning of the Devices or routine service

vi. Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modifications and descaling

vii. Physical Damage to the Device ( like broken or cracked Screen, broken hinges, broken keys, burnt adapters or cables etc ) due to accident, misuse, abuse, neglect or improper maintenance

viii. Damage resulting from power outage, power surges or drips, fluctuating voltage, inadequate or improper voltage or current

ix. Replacement of any consumable item or accessory. These include, but are not limited to batteries, bags, covers, plugs, fuses, light bulbs, light covers, cables, filters, attachment, belts, toners, ribbons, drums, tapes or software, and add-on options incorporated in a Device for which the RW Plan was purchased

x. Damage caused by unauthorized modification, alteration, adjustment, repair, service or installation by unauthorized personnel is not covered. Such unauthorized repair or replacement of covered Devices shall result in the cancellation of this Plan

xi. Damage caused by unauthorized repair, theft, burglary and accident including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of god, pandemic, animal or insect infestation or intrusion

xii. Reception or transmission problems resulting from external causes

xiii. Problems or defects caused by unauthorized modifications/repairs or failure to follow the manufacturer’s operating manual

xiv. Any Incidental Costs arising from being unable to use the Device or from damage which results from the Breakdown of the Device

xv. Damage/failure caused before or during Transportation or Device delivery

xvi. Service of Device on which the Manufacturer’s label or logo, rating label or Serial number have been defaced or removed

xvii. Claims that is false or fraudulent or intentionally exaggerated or if any false declarations or statements be made in support thereof, no claim for that insured unit shall be recoverable hereunder

xviii. Service on third party products or software not supplied/authorized by the Manufacturer that may be installed in or used in connection with the Device

xix. Use of accessories not approved by the manufacturer, incorrect electrical leads or connection

xx. Replacement or fixes of unauthorized software not installed by respective brand/company

xxi. Failure due to physical damages, improper site conditions, rain or weather conditions liquid spillage, damage caused by rodents or pests

xxii. Breakdown caused by computer virus or realignments to the Device

xxiii. Commercial usage of appliances in cases where service contract is of retail nature

xxiv. Damage/failure caused before or during Device delivery

xxv. Any consequential or incidental damages arising from the use or loss of use of the Device

xxvi. The cost of repairing, restoring computer software

xxvii. Loss of data, software or any other information

Extended Warranty – Exclusions:

i. Any problems or defects not covered by manufacturer’s warranty

ii. Service of Devices which are not supported by valid Proof of Purchase by customer shall not be admissible under the policy

iii. Non-operating and cosmetic damage to the Device, such as damage to paintwork, Device finish, dents or scratches

iv. Accessories used in or with the Device including but not limited to remote, batteries, USB/HDMI cable and replacement of any consumable item or accessory

v. Normal wear and tear items, not integral or necessary to the functioning of the Devices or routine service

vi. Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modifications and descaling

vii. Physical Damage to the Device ( like broken or cracked Screen, broken hinges, broken keys, burnt adapters or cables etc ) due to accident, misuse, abuse, neglect, or improper maintenance

viii. Damage resulting from power outage, power surges or drips, fluctuating voltage, inadequate or improper voltage or current

x. Damage caused by unauthorised modification, alteration, adjustment, repair, service or installation by unauthorised personnel is not covered. Such unauthorised repair or replacement of covered Devices shall result in the cancellation of this Plan

xii. Reception or transmission problems resulting from external causes

xiii. Problems or defects caused by unauthorized modifications/repairs or failure to follow the manufacturer’s operating manual and as specified in the warranty card

xiv. Any Incidental Costs arising from being unable to use the Device or from damage which results from the Breakdown of the Device

xv. Damage/failure caused before or during Transportation or Device delivery

xvi. Service of Device on which the Manufacturer’s label or logo, rating label or Serial number have been defaced or removed

xviii. Service on third party Devices or software not supplied/authorized by the Manufacturer that may be installed in or used in connection with the Device

xix. Use of accessories not approved by the manufacturer, incorrect electrical leads or connection

xx. Replacement or fixes of unauthorised software not installed by respective brand/company

xxi. Failure due to physical damages, improper site conditions, rain or weather conditions, and liquid spillage, damage caused by rodents or pests

xxii. Breakdown caused by computer virus or realignments to the Device

xxiii. Commercial usage of appliances in cases where service contract is of retail nature

xxiv. Damage/failure caused before or during Device delivery

xxv. Any consequential or incidental damages arising from the use or loss of use of the Device

xxvi. The cost of repairing, restoring computer software

xxvii. Loss of data, software or any other information

Accidental Damage & Liquid Damage Protection (ADLDP) / Screen Damage Protection (SDP) – Exclusions:

i. Loss or damage to the Device due to mysterious circumstances / disappearance or unexplained reasons

ii. Loss of Device resulting from or caused by theft, or attempted theft from unlocked vehicles or rooms

iii. Fraud or criminal activity on the part of the Customer

iv. Service request on device during the hire or loan of the covered device to a third party

v. Loss resulting from detention or confiscation by customs or other Government or public authorities

vi. Any failure of the Device to operate as a result of problems with respect to the network infrastructure, Customer’s network subscription or similar service issues

vii. Loss of or Damage to the Device that is registered in the name of a Corporate Entity, unless a nominee has been appointed by them as a bonafide user

viii. Loss arising due to any unlawful act or illegal activities including criminal acts, or acts of war or the handset is used with permission of the bonafide Customer having knowledge of such acts

ix. Consequential loss of any kind or description

x. Liability to any party of any nature including but not limited to liability of Authorised Service center to other parties

xi. Loss or damage caused by incorrect storage, poor maintenance, willful negligence, incorrect installation, incorrect set-up, unless the authorizedService Centre representative would confirm otherwise with due substantiation

xii. Loss or damage as a result of attack by unauthorized software/virus, software faults and manufacturing defect owing to which a gadget fails to operate

xiii. Loss or damage that is covered by a supplier, dealer or factory warranty

xiv. Any loss if the ownership of the gadget is transferred

xv. Any consequence arising from War, War lime operations (whether War declared or not), Act of Foreign Enemy, Hostilities, Civil War, Rebellion, Insurrection, Civil Commotion, Military usurped power, Seizure, Capture, Confiscation, Arrest. Restraints and or Detainment by order of any Government or any other Authority

xvi. Any liability whatsoever nature directly or indirectly caused by or contributed to or arising from ionizing radioactive or contamination by radioactivity from any nuclear waste from combustion of nuclear fuel. For the purpose of this exclusion only combustion shall include any self-sustaining process of nuclear fission

xvii. Any loss, destruction, damage or legal liability directly or indirectly caused by or contributed to or arising from nuclear weapon materials, wear and tear, moth, vermin or gradual deterioration, inherent defect or from any process of cleaning or repairing or renovating or maintenance

xviii. Any type of self-repair or attempted self-repair

xix. Mechanical or Electrical Breakdown or electronic derangement or malfunction unless caused by an external accidental means or liquid

xx. Penalties of delay or detention or in connection with guarantees of performance or efficiency

xxi. Intentional overloading of the instrument. Loss or damage due to any experiments or tests and/or alterations resulting into any abnormal conditions

xxii. Cost of Replacement of Battery unless caused by an accidental or liquid damage to the Device

xxiii. Any damage or loss occasioned from any water borne craft, unless such damage is caused by the accidental ingress of liquid/water, and if the Customer has taken reasonable care to protect the Device from damage

xxiv. Any manufacturing defect which is covered under Manufacturer’s Warranty Device defects whether latent / inherent or not

xxv. Any loss of or damage to the SIM card / memory card unless caused by a covered peril

xxvi. Loss or damage to accessories unless they are attached to the Device

xxvii. Internal leakage of the battery, unless caused by a covered peril. Damage occurred while the Device is situated outside India providing the Customer is a Non-Resident Indian

xxviii. Any instance where you are not a resident of India at the time that the Damage occurred

xxix. Any type of SIM / airtime misuse or consequential loss thereof

xxx. Cost to the Customer for:

Any Damage caused by any deliberate act or negligence by the Customer(s), their employees or any person using the device with their permission;
Costs or charges when replacing car kits or car Devices and other accessories which can no longer be used with the Device;
Costs caused by the Device being routinely serviced, inspected, adjusted or cleaned;

xxxi. Any loss related to indemnification for the Value-added services, if any

xxxii. XtraCover shall not be liable for any loss or damage claim due to the inability of the Customer to submit either of the documents required by XtraCover for processing the service request

xxxiii. The plan shall not be liable for any service if information has intentionally been withheld or incorrect information or misrepresentations have been intentionally given that are of significance to the assessment of the service request

xxxiv. Improper handling, dismantling, fitting adjustment, repair alteration or modification not approved by the makers/manufacturers and / or the agents of makers/manufacturers or use of such property contrary to the directives of the makers/manufacturers and/or these agents

xxxv. Scratching, denting. Cracking is excluded unless caused by accidental external means

xxxvi Loss or damage due to theft or attempted theft by any employees of the Customer or loss or damage occasioned through the willful act of the Customer or any employee or the willful act of any other person with a connivance of the Customer or any employee

xxxvii. Improper handling of the device which means negligence or due care not taken by the user in handling the device. Improper handling means negligence or carelessness solely on part of the user (in the absence of any external causes) while handling the device

xxxviii. Loss or damage directly or indirectly, occasioned by or happening through or in consequence of volcanic eruption or other similar convulsion of nature and atmospheric disturbance

xxxix. SIM used in the damaged/theft device is in the name of person other than Customer or his/her spouse/parents and legitimate children

xl. In any action suit or other proceeding where the company alleges that by reason of the above provisions any loss or damage is not covered by Company, the burden of proving that such loss or damage is covered shall be upon the customer

You May Also Like

Leave a Reply Cancel reply