| Address: noida Unique Services,UG-004,P-5,Ocean Plaza,Sector-18,Noida-201301 |
Dear Xiaomi India,
I am writing to formally lodge a complaint about the extremely poor service and unprofessional behavior I have encountered at your service center. Despite my repeated attempts to get my phone repaired, I have been continuously ignored, delayed, and subjected to unprofessional conduct by your staff. Below is a detailed account of my experience.
Initial Visit (Sunday and Monday)
On Sunday night, my phone switched off due to a drained battery. I visited your service center the next day, and upon arriving, the technician greeted me with a sarcastic smile when I politely greeted him. On this visit, there was another customer present, and we both had the same model of phone in different colors (mine was white, his was black). When it became apparent that neither o[censored]s were interested in the technician's offer, he disappeared to the back and eventually told me bluntly that my phone wasn’t charging.
I explained that two days earlier, I had been in an accident and that the battery likely drained as a result. The technician then instructed his junior to bring him a 6-ampere cable, supposedly the only one compatible with my phone. However, despite this, he did not conduct any proper Quality Check (QC) on my device. He explained that since my phone was on EMI, a proper QC could not be done, which I found unacceptable. I was left waiting from 4:30 PM until 6:10 PM, only after repeatedly requesting the staff to collect my phone. To add to my frustration, I witnessed a staff member arguing with another customer who eventually had to threaten them with a consumer court complaint to get service.
After paying over ₹8, 000, this was my first time experiencing such a disappointing level of service. If there are any voice recordings available from your CCTV cameras, they can be used to verify my complaint and find out the truth. I am confident in my memory, and as someone working in the US healthcare industry, I rely on my attention to detail every day.
Follow-up Visit (Monday, 07/10/2024)
I returned to the service center on Monday. This time, the technician collected my phone without delay but stated falsely that the motherboard was damaged. When I challenged this, he still printed an old slip and asked me to return the next day, assuring me that he would do the best he could to resolve the issue. Despite his promises, I was not confident given the service I had already received.
Ignored Calls and Unprofessional Conduct
On Tuesday, after returning from my relatives' place in Meerut, I called the service center at 5:00 PM. A staff member picked up the call but sounded unsure and promised to call me back within five minutes. No call came. I called again at 5:30 PM, and a male staff member answered. He asked for details about the phone, checked with others at the service center, and again promised a call within 20-25 minutes. Again, no response.
Between 6:20 PM and 6:40 PM, I made two more calls, each time with the same empty promises but no resolution. Over the past five days, I have made multiple attempts to get in touch with the service center, only for my calls to be ignored or answered after 5, 8, or even 10 attempts. When they finally do pick up, the attitude is shockingly dismissive and unprofessional. I was even told, "If you need it done early, you can complain to the consumer forum; it's your choice," when I tried to emphasize the urgency of my request.
I find this treatment appalling. It is unprofessional to make customers feel neglected and unimportant, especially after spending so much time and money. I have no intention of paying any more for repairs or services. I simply expect my phone to be returned to me in working condition, as promised. If this issue is not resolved immediately, I will be forced to pursue legal action and file a formal complaint with the consumer forum.
It is clear that the service center is prioritizing its revenue and incentives over customer satisfaction, and this kind of treatment cannot continue unchecked. I expect a prompt and satisfactory resolution without any further delays or excuses.
Sincerely,
Kishan Kumar
[protected]@gmail.com
C-1/205, C Block, Sector 55, Noida, Pin code 201301 (U. P.)
