As we reported a few days ago, Microsoft planned to outsource support services for Lumia phones to a German third-party firm called B2X, and today this move is official. B2X will be in charge of global customer care for Lumia smartphones and Microsoft feature phones starting this month, and will also release a new app in the Windows Store to make it possible for users to diagnose their devices and get in touch with a support engineer fast.
Microsoft isn’t B2X’s first large partner, as the German firm has already worked with several other big companies, including Apple and Samsung. In the case of Microsoft, however, they’ll be in charge of customer support for the entire Lumia lineup.
“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.
In addition to support for Lumia phones, B2X is also introducing a new service called SMARTPROTECT, which is specifically aimed at devices that are purchased less than 6 months ago - given all the rumors and the dropping sales of Lumia phones, not too many devices fall into this category, though.
With SMARTPROTECT, the firm offers Lumia customers an extension of the limited manufacturer’s warranty in combination with a smartphone insurance, according to the official press release (which you can read in full in the box after the jump). The service will be available for a yearly fee, but full details are not available just yet.
Many believe that outsourcing support services for the Lumia brand is a major step towards the demise of the entire phone series, but Microsoft continues to remain tight-lipped on everything related to its mobile vision. An announcement on the future of the Lumia lineup should be made by the end of the year, as its removal was said to be planned for December.