Mi India — Need Justice; Bought MI TV Q1 189.34 cm (75); Not working after few days; Grievance team is escaping with fancy strategic words

Address:	Xiaomi Technology India Private Limited Orchid. Block E, Embassy Tech Village Marathahalli Outer Ring Road, Devarabisanahalli, Bengaluru 5601
Website:	www.mi.com/in/service/support/mideclare.html

Bought a MI 75'' TV a month ago and it is not working as appropriate, please see the below email sent to the grievance team explaining the real cause of the issue, but all the team are very stagnant in saying to pay 90, 000 for physical damage. Infact, truly speaking we haven't done any damage to the product and thus fighting for justice. I will accept if i do any mistake but if we don't do any mistake why we have to accept these charges. We need your help Sir and need your assistance to ask them and give me justice to the complaint.

*** Below is the email written to MI Grievance Team on 07 Sep 21 ***

I wanted to keep you informed in detail, thus my explanation is much elaborated so that your team can understand the cause, reason for continuously following-up on this issue, challenged faced during these time (including my hospitalization)

Once again, I am writing this grievance email letter with deep shame/regret/disappointment to let you know that I have recently bought a MI TV 75” QLED last month on 29Jul21 (Invoice Order Date) and have been used only for couple of days at home till (07Aug21).

Product Name: Mi TV Q1 189.34 cm (75)

Serial Number: 32308/C[protected]

We had to leave our hometown from 08Aug21 to visit Bengaluru for personal + official work to settle few things personally and also to look after my department who works at Electronic City & Bommanahalli, Bengaluru for 3-4 weeks. When we reached back to Chennai, we didn’t switch on the TV for a while as we were quite busy with other stuffs with our regular work at home. During mid-afternoon (29Aug21), we noticed that there was a bubble formation at the top right corner of the TV where it made us to feel as though it was a tempered cover which we use to stick in our mobile. In fact, we didn’t mind this and switched on the TV and was working fine.

Suddenly, while watching the TV there was a horizontal grid line which had passed through at the bottom of the screen for few seconds and stopped. Literally speaking this issue has again popped after few minutes and vanished at one specific point of time. Since this issue occurred, I had to switch off the TV and logged in again to see if it continues and could see that it has triggered from bottom to the top of the TV horizontally where the bubble formation was after 10 – 15mins. Then we recognized there is some issue which is prolonging and I had to call the customer care (MI Token: M2076733, WO:ISIN[protected]-C576 and WOIN[protected]) and give a formal feedback to check what is the issue. They had told us to reset the TV, change the cable wire from one plug pointer to the other and did/executed all the workarounds as they suggested, but there was no instant solution provided to this at that time.

I did followed-up concurrently and was checking with the service, technical and the customer care team apparently the decision made by the service team is that to change the TV panel altogether. In which they kept us informed that they have checked with the Technical Head stating that the panel has been physically damaged therefore the request is rejected/denied for further follow-ups.

When I had a joint call with Customer Care and Service Manager, my understanding was not at all taken into consideration and they were saying it is only because of physical damage and you must pay us 80 - 90K (including GST) to solve this issue. In particular, they were very stringent in communication which had led me to deliberately ask them about the escalation channel. When asked, they have informed me to go and give compliant wherever I like. This has really probed to write this and seek some help since am desperate to get a solution towards this issue.

Viswanath Sir, truly speaking there is no one understating our issue as we were not in our hometown for weeks (as I said in my above communication), even my kids weren’t present at home as we had to leave them in my niece place so that they can be taken care. There is no point doing damage at the top right corner of the TV, in fact there is nothing placed on the TV wall except the fixed LED light.

For your information, I have extended the warranty period till 2023 while buying, why do I have to get extended warranty by putting some extra money now itself? it’s all because we love the TV and brand especially (as denoted in all my earlier stated paragraph’s) and want the product to be safe enough and have some quality time spent.

Mi TV Extended Warranty ID : TND707169

Coverage Start Date: 29 Jul 2022

Coverage End Date: 28 Jul 2023

really appreciate your time in reading this email and looking forward to having a positive response sooner (replacement/ serviced). Else, if you feel if had to reach the higher level, please let me know as I would wish to connect and talk to them to seek assistance to help a customer like me and wish not to happen to any other customer going forward.

We always believe being a trust-worthy and honest customer in whatever brand that we buy and not to make cheap/bullying false information’s. Thanks for your kind assistance in this regard and I will be available anytime and can be reachable at +[protected].

*** Response received from MI Grievance today 08 SEp 21 ***

Hi Antony,

Greetings from Mi India Grievance Desk. We apologize for the inconvenience caused to you.

Thank you for sharing the attachments.

I understand you are facing an issue with your Mi TV and are not satisfied with the response of our team.

As per the reference number XQ[protected] and update from our team (TVIN[protected], the panel was found broken which does not cover under warranty so charges will be applicable as per the warranty statement.

If you have any further queries, please feel free to contact us. We will be happy to assist you

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I Need Justice Sir... Please help me in this regards..