Xiaomi — Delivered used / damaged product and not replacing / refunding the product.

Address:

700156

I purchased a Mi Max phone from Mi.com site and it got delivered on 24th Sep.
When I opened the product I saw this product is a used one with multiple scratch marks and awful finish.

I called the service centre multiple times and each time I got a response on sending the pictures. I have sent the pictures multiple times and they accepted it is a damaged product.

Now inspite of multiple followups they are not replacing the phone and each time I am getting a message I have to wait for 24 to 48 hours. But nothing really happens to that.

I called Mr, Vikas Koul - He does not pickup the phone, though it very much reachable. Sent a mail to Mr. Manu Jain - I did not get any response on the mail.

Attached below are the transcript
[protected][protected][protected]

Vikas, Manu,

Can I expect a response on this or you are ignorant of the issues.

After 7 days we have no idea where the issue is.

Helpdesk is good for nothing. They don't have any authority to discuss on the issue nor they know where the issue is heading to.

I salute to your brilliant Service. Every time I call I get a message that I need to wait for 24 to 48 hours.

Biraja

From: Biraja P
To: "[protected]@xiaomi.com" ; "[protected]@xiaomi.com"
Cc: "[protected]@mailsy.custhelp.com" ; "service.[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "jing.[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomimobiles.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "lei.[protected]@xiaomi.com" ; "hugo.[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com"
Sent: Thursday, September 29, 2016 4:02 PM
Subject: Re: Your Mi Order has been delivered successfully (Order ID: [protected]) [Incident:[protected]]

Hello

I got a call from your service desk asking for images.
Can some one tell me how many times I need to share the same images?

Biraja

Sent from Yahoo Mail on Android

On Thu, 29 Sep, 2016 at 10:10, Biraja P
wrote:
Mr Manu, Vikas,

I salute to your customer service. I too work in a service industry, but never seen such kind of responses so far.

Just spoke to customer service - As usual there is absolute silence on how much time they need to get this fixed. They don't have a clue.

Mr. Vikas,
I called multiple times from [protected] and [protected]. I was expecting atleast you will speak. I really salute to the experience I have received.

Let me know how you want to take this forward. Is it getting resolved today or you want me to go ahead with a consumer grievance.

I am feeling ashamed of calling you guys so many times, while you don't have a single responsibility in getting this fixed INSPITE OF SELLING DAMAGED PRODUCTS !!!

Biraja

From: Biraja P
To: Xiaomi India Customer Services ; Xiaomi India Customer Services ; "[protected]@xiaomi.com" ; "[protected]@xiaomi.com"
Sent: Wednesday, September 28, 2016 9:55 PM
Subject: Re: Your Mi Order has been delivered successfully (Order ID: [protected]) [Incident:[protected]]

Dear Manu,

Hope this time I will able to reach you.

Here is the summary.

1. I received the Mi Max on Saturday 24rd Sep.
2. After opening I realized, either the product is a used one or defective and informed customer service immediately
3. Customer service is incapable to understand the issue and took two days with some unacceptable answers
4. Now since last 2 days they have agreed it is defective and will be replaced. Also they informed the issue is escalated.
5. So after 96 hours they are even not sure what is your SLA for resolution !!!
6. Called Mr. Vikas. He does not even bother to pick the call.
7. Sent SMS, He does not bother to respond.

If I had bought this from Amazon / Flipkart, the product might have been replaced by now.

IS IT THE "

Hassle-free replacement "

I THINK YOUR TEAM NEED TO UNDERSTAND WHAT IS HASSEL PRIOR TO MAKING THIS STATEMENT.

Can I get atleast a response !!!

THE CUSTOMER SERVICE NUMBER IS HORRIBLE. Have you tried to connect ever !!!

Any time you call you will get a messge " Number is busy" Has any one bothered to get these fixed

Biraja
Phone - [protected]

From: Biraja P
To: Xiaomi India Customer Services ; Xiaomi India Customer Services ; "[protected]@xiaomi.com" ; "manujain.[protected]@xiaomi.com" ; "[protected]@xiaomi.com" ; "hugo.[protected]@xiaomi.com"
Sent: Wednesday, September 28, 2016 4:56 PM
Subject: Re: Your Mi Order has been delivered successfully (Order ID: [protected]) [Incident:[protected]]

Guys can I get a response on closure please?

Sent from Yahoo Mail on Android

On Wed, 28 Sep, 2016 at 16:37, Biraja P
wrote:
Vikas
Tried reaching you. Can you please go through the details and advice what kind of service this is?

Are we paying for scraped products?

Horrible service.

Biraja

Sent from Yahoo Mail on Android

On Wed, 28 Sep, 2016 at 15:53, Biraja P
wrote:
++ Manu

Dear Manu

Adding you in loop so that you can be aware how the customers of MI are getting service.

Horrible service so far with no proper response.

Sent from Yahoo Mail on Android

On Wed, 28 Sep, 2016 at 13:58, Biraja P
wrote:
I spoke to customer service. There is absolutely no clarity on the next steps.

I would prefer to go for refund if not resolved today.

Please close it today.

Sent from Yahoo Mail on Android

On Wed, 28 Sep, 2016 at 11:58, Biraja P
wrote:
I am still awaiting for a response on this.
Each time I call u r customer care I get a sorry message.
Do u guys really care !!!

Sent from Yahoo Mail on Android

On Tue, 27 Sep, 2016 at 11:01, Xiaomi India Customer Services
wrote:
Image
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Subject
Your Mi Order has been delivered successfully (Order ID: [protected])

Response By Email (Smarak) (09/27/2016 11:01 AM)
Hello Biraja,

Thanks for writing us back. My name is Smarak.

Thanks for submitting us the relevant snapshots required as per our requirement. I will definitely assist you in this case.

As the product received at your end is damaged, I am escalating the case to the concerned department and I assure you that they will get back to you with an update soon and see that the issue gets resolved at the earliest.

Also do note that[protected] is your escalated incident which I would request you to retain with you for future reference.

Adding to your query, I can assure you that it cannot be a used product as the product passes through various authentication test before being dispatched to the market.

Thanks for intimating the issue to us. Have a good day.

Regards,
Smarak
Mi India Customer Support
Website: www.mi.com/in
Facebook:https://www.facebook.com/XiaomiIndia/
Web Chat Service:http://www.mi.com/in/service/online
Hotline:[protected]

Customer By Service Email (Biraja P) (09/26/2016 08:57 PM)
Smarak,

Attached below are all the pictures with issues clearly highlighted.
Can you please explain why this cant be considered as an used product which is re-packed?

If you are saying this is a brand new then I am surprised to see the finish. This is a defective product.

After so much hassel when can I get the replacement?

Biraja

From: Xiaomi India Customer Services
To: [protected]@yahoo.com
Sent: Monday, September 26, 2016 5:57 PM
Subject: Your Mi Order has been delivered successfully (Order ID: [protected]) [Incident:[protected]]

Response By Email (Smarak) (09/26/2016 05:57 PM)
Hello Biraja,

Thanks for writing us back. I am Smarak.

I truly understand your concern but regret to quote you the same sentence that we need the proper snapshots of all the details which are mandate and which are referred in my previous mail. Hence, again requesting you to provide us all the snaps post which we will be able to assist you further.

Awaiting for a swift response from your side.

Thanks for the time and have a good day.

Regards,
Smarak
Mi India Customer Support
Website: www.mi.com/in
Facebook:https://www.facebook.com/XiaomiIndia/
Web Chat Service:http://www.mi.com/in/service/online
Hotline:[protected]
Customer By Service Email (Biraja P) (09/26/2016 04:23 PM)
Smarak,

Can some one go through the mails I have sent rather than mailing for the same inforamtion again and again.

Biraja

From: Xiaomi India Customer Services
To: [protected]@yahoo.com
Sent: Monday, September 26, 2016 3:14 PM
Subject: Your Mi Order has been delivered successfully (Order ID: [protected]) [Incident:[protected]]

Response By Email (Smarak) (09/26/2016 03:14 PM)
Hello Biraja,

Thank you for showing your Interest in Mi product. My name is Smarak.

I understand you have received your order for Mi Max and some items. I understand your situation and will surely assist you on this.

We would like to know whether the package seal was broken at the time of delivery.

Also I would request you to provide us the below details so that we can investigate the case.

Snapshot of package outside:
Snapshot of the flyer (inside out);
Snapshot of the whole package:
Serial No :
Awaiting your response.

Please feel free to get in touch with us if you have further query, we would be more than happy to assist you.

Thank you for shopping with us. Have a nice day.

Regards,
Smarak
Mi India Customer Support
Website: www.mi.com/in
Facebook:https://www.facebook.com/XiaomiIndia/
Web Chat Service:http://www.mi.com/in/service/online
Hotline:[protected]
Customer By Service Email (Biraja P) (09/26/2016 01:13 PM)
Resending as requested

----- Forwarded Message -----
From: Biraja P
To: "service.[protected]@xiaomi.com"
Sent: Saturday, September 24, 2016 4:44 PM
Subject: Re: Your Mi Order has been delivered successfully (Order ID: [protected])

Hi,
Thanks for delivering the mobile. I just received the mobile 30 mins back. How can you deliver an used product !!!
To my disappointment, this is clearly an used product and I can see use mark all across the mobile. Surprised to see the product in this condition.

Need an immediate replacement of the product with a new unused box pack please.

Sending the images below.

From: Mi India
To: [protected]@yahoo.com
Sent: Saturday, September 24, 2016 4:12 PM
Subject: Your Mi Order has been delivered successfully (Order ID: [protected])

Order ID #[protected]
Contact us online
Your Mi Order is now delivered.
Thank you for shopping with us on MI.com!
The Order Invoice has been attached for your reference.