“Sustainability is the driving force shaping the future of technology”, says ControlZ’s Yug Bhatia

Smartphones have become an essential commodity in our lives today. From being our primary communications and entertainment device, to becoming an extension of our body, giving us access to services and processing power that we would otherwise dream of a couple of decades ago, smartphones are indispensable in our lives today. However, with their increased capabilities, their prices have also shot up, and hence in the last few years, we have seen an increased demand for refurbished smartphones.

Digit: What budget category of smartphones is in demand the most? Also, are there any specific brands or types that people are going for?

Ans. The most in-demand smartphone categories fall into two ranges: under 20K and around 40-45K. We believe this is largely due to a strong preference for budget-friendly premium devices in the under 20K range, as well as for higher-end ones retailing at more than 60K, with a notable demand for iPhones.

Digit: Can you shed some light on the refurbishment process that a device goes through and what makes it different from a regular overhaul that a local technician could do?

Ans. At ControlZ, we take pride in our meticulous component-level renewal process. Each phone goes through a rigorous disassembly, diagnosis, and renewal to ensure it looks and functions just like new.  Our mission?  To extend the lifecycle of smartphones and set a new standard in the industry.

While some competitors may offer basic refurbishment, our commitment to quality and sustainability sets us apart.  Here’s what makes our process unique:

Comprehensive Component-Level Repair: We focus on repairing individual components, retaining up to 80% of the original parts whenever possible. This minimizes waste and ensures your phone functions flawlessly.

Rigorous Quality Checks: After renewal, each device undergoes extensive testing to meet our high standards for appearance and functionality. You can be confident your “renewed” phone will perform just as well as a brand-new one.

Our commitment to quality and meticulous renewal process is what makes us the unrivalled leader in the smartphone renewal category.

Also Read: India’s refurbished smartphone market booming: Flipkart’s Recommerce Business Head

Digit: Are there any myths you have encountered from market research that are very prevalent in the Indian market? Especially around refurbished devices?

Ans. Yes, there are quite a few myths about refurbished devices in the Indian market. One big misconception is that refurbished smartphones are of lower quality or aren’t as reliable as new ones. Many people think these devices are just “second-hand” and bound to have issues, but the truth is, refurbished smartphones go through thorough testing and quality checks to make sure they perform just like new.

Another myth is that refurbished devices don’t come with warranties or after-sales support, which can make customers hesitant. At ControlZ, though, we offer up to 18 months of warranty and reliable customer service, giving customers the same peace of mind they’d get with a brand-new device.

Finally, some believe that refurbished devices are outdated or missing features. In reality, many refurbished gadgets are from recent models and come packed with the latest features—like our newly launched premium renewed iPhone 14. These myths are slowly fading as more people realize the true value and reliability of refurbished products.

Digit: What other categories of refurbished gadgets does ControlZ currently work with or plan to work with besides smartphones

Ans. Currently, we will focus exclusively on refurbished smartphones. At this time, we have no plans to expand our portfolio into other gadget categories.

Digit: A percentage of the devices that ControlZ is working on are iPhones. How difficult is it to work with iPhones for ControlZ as a brand, and from where do you source the parts? Is ControlZ a part of the Apple Self-Service Repair program?

Ans. At ControlZ, 80% of the devices we work on are iPhones. Maintaining the high-quality standards needed to deliver a “just like new” experience for our customers is challenging, especially with Apple’s limitations on part replacements, as they prefer all repairs to be done through their own channels, which can be very costly.

However, our skilled team has developed ways to overcome these challenges. We source high-quality replacement parts from trusted vendors who provide OEM-grade components, ensuring that our refurbished iPhones consistently meet the highest standards. 

Additionally, ControlZ is not currently part of the Apple Self-Service Repair program.

Digit: Lastly, what are some of the trends of the future, especially in the refurbishing business and consumer electronics market, that ControlZ sees becoming a reality

Ans.  Sustainability is the driving force shaping the future of technology. At ControlZ, we’re witnessing a growing trend towards refurbished gadgets as consumers become increasingly conscious of waste reduction. The emergence of modular electronics, facilitating easy upgrades and repairs, is another key development. We anticipate that the ease of repairs will significantly contribute to reducing overall waste. Ultimately, these trends signal a paradigm shift in how people interact with technology, prioritizing sustainability and circular economy principles.

Also Read: Indians want more refurbished smartphones, Cashify explains why 

Digit: Can you describe your typical customer for refurbished gadgets? Have you noticed any evolving trends in customer behavior or preferences over the years?

Ans.  India is a market of aspirational consumers seeking premium products at competitive prices. Renewed devices perfectly cater to this demand by offering top-tier features without the hefty price tag. Customers appreciate refurbished smartphones for their ability to deliver exceptional performance while being budget-friendly. This winning combination makes refurbished phones a compelling choice for those desiring premium technology without breaking the bank.

Digit: How do you perceive the competition from larger e-commerce platforms in the refurbished gadget market? What unique selling points does ControlZ offer to customers?

Ans. – At ControlZ, our core strength lies in component renewal, delivering smartphones that feel “Just like new” at the best price. We’re the only player in the market offering renewed devices that are functionally and cosmetically flawless, complete with accessories, 100% battery health, and an 18-month warranty.

The refurbished gadget market is largely unorganized, and we don’t face direct competition from larger e-commerce platforms. What sets us apart is our meticulous quality control and streamlined processes. By focusing on a select range of models, we conduct rigorous testing on every device to ensure top-notch performance.

Our expertise in renewal, supply chain management, and inventory optimization guarantees consistent quality and exceptional service. At ControlZ, we prioritize quality and reliability, making us a leader in the pre-owned smartphone market.

Digit: How do you use technology and AI to better serve your customers or gain an edge over the competition in the refurbished tech gadgets market in India?

Ans. ControlZ leverages technology to enhance customer experience and gain a competitive edge. We use AI to accurately assess product condition, personalize recommendations, optimize pricing and inventory, and provide exceptional customer support through chatbots. This data-driven approach streamlines operations and delivers superior value to our customers.

Digit: From your experience, what do small businesses like yours face the biggest challenges in the refurbished gadget market? On the other hand, what exciting opportunities do you see for growth?

Ans. Educating consumers about the benefits of renewed smartphones is an ongoing journey for ControlZ. Here are some of the biggest challenges we face, and how we’re tackling them:

Bridging the Refurbished vs. Renewed Gap: Traditionally, “refurbished” phones carry a perception of lower quality. We emphasize a clear distinction – our approach goes beyond basic refurbishment. We focus on meticulous component-level renewal, ensuring each phone functions and looks “Just Like New.”. 

Perception of Quality: Some people may associate “renewed” with lower quality. We address this by emphasizing our meticulous renewal process, component-level repairs, and rigorous quality checks. We also offer transparent warranties to build trust.

Brand New vs. Renewed: The allure of a brand-new phone is undeniable. We combat this by highlighting the cost savings and environmental benefits of choosing a “renewed” option. We showcase the exceptional quality of our renewed devices, demonstrating they can compete with brand-new phones in terms of performance and appearance.

We see exciting growth opportunities in several areas. For one, advancements in smartphone technology and increased consumer demand for sustainable products provide a strong foundation for expanding our market presence. Additionally, enhancing our service offerings, such as introducing more advanced refurbishment processes or exploring new features, can set us apart in the industry.