| Address: Xiaomi Technology India Private Limited Orchid (Block E), Ground Floor to 4th Floor, Embassy Tech Village, Marathahalli-Sarjapur Outer Ring Road Bangalore-560103, 560103 |
Dear xiaomi india team,
Unfortunately, i placed an order (From mi india site[https://www.mi.com/in/]) on 21st feb'19 that contain “mi bluetooth audio receiver white” of ₹999 (For which i used my ‘₹800 coupon’ from mi and additional ₹200 + [₹50 delivery charges]).
*first picture is the invoice. *
According to xiaomi india, the shipment has initiated from bangalore to kolkata, on 21-feb-2019. All of the mi products usually comes from bangalore most of the time. And it reached chandannagar (This place is situated just outside kolkata) on 21st-feb-2019.
But the important thing is, this order delivery was not being done by the mi india itself. This shipment was being handled by the company named ‘ekart logistics’ or ‘ekart’. Mi india has partnered with many other delivery companies, which can be found in their own website itself (https://www.mi.com/in/service/shipping/).
And the significance of ekart is, that it tells the order was initiated in kolkata (Which is contradicting with what have been mentioned in xiaomi india website). So, i expected it to be delivered in 2 to 3 days. But, unfortunately, it did not and it is held in chandanagar for more than 10 days.
And to my surprise, the order was rejected by ekart, with a status “marked rto: order_reject”.
*second picture is the discrepancies of tracking details between xiaomi india and ekart logistics*
It is quite evident from the tracking details of these two websites that there is a logistic problem between them and this will tend to confuse the seller and customers as well, and the order moved many times between two shipping facilities, chandannagar and chinchurah (Both of this places are just outside kolkata).
After seeing this, i contacted the mi support for the first time on 28th feb 2019, and asked them these two questions mentioned below: -
(1) can i get an estimated date of delivery of the order?
(2) why the tracking details are different in the two websites? If they have partnered for delivery, then where is the co-ordination?
Without even answering these queries, in the first place, the customer support guy decided to escalated the order and i was provided with an “incident id” and i was also informed by the customer support that i would receive a call from the mi team for this order. But customer support did not explain the reasons for escalating the order and the reason why i would be contacted by the mi team.
I never received any call from the mi team, so i again contacted the mi customer support for the second time. Mi customer support told me that, since the mi team tried calling me and could not reach. So, the mi team decided to cancelled order and refunded will be processed.in the meantime, i received an email from the xiaomi customer service of india stating “this is to inform you that we tried to get in touch with you on your number today. But it was not reachable.
We found that due to some operational issues product has been returned, once product reaches our warehouse you refund will be initiated in 8 to 10 days, we are very sorry for the inconvenience happened to you.”
* third picture is the mail sent from xiaomi customer service of india (Service.[protected]@xiaomi.com). *
The mobile number which was mentioned in the email, which the mi team had used to reach me was not my number at all. According to the mail, they clearly accepts it is their fault.
So, for the third time, instead of chatting with the customer support i called them up and explained the whole above-mentioned situation that has happened.
The lady over the phone said,
“due to technical issue the order was rejected. We usually do not deliver any order which has been delayed for more than 10 days. Once an order is cancelled it cannot be re-ordered. The refund process will soon be processed once it has returned to their warehouse, but the ₹800 coupon will not be refunded to my account (For any cancelled order). We are very sorry fir you inconvenience.”
But still, i tried explaining the situation that why first “ekart” showed the order status as rejected, whereas the xiaomi india website shows that it is still in transit??
For which they had no answer, but only apologies.
Fedup with these guys. Every time some new fellow pickups the call & speaks the same sentence that they have been taught, every time new complain gets logged but no solution provided till yet.
*fourth picture is of the mi team’s (Service.[protected]@xiaomi.com) reply*
Ekart logistics is not lesser evil, it is only because of “ekart’s inability” to deliver the order, i have to suffer the consequences.
Ekart have provided their phone numbers, but one cannot reach them as they (Will) never answers the calls.
What a total shock!!!
I am seriously surprised and highly disappointed when it ended up like this.
The whole incident raises some important facts: -
1. The logistic issues between the xiaomi india and ekart logistics is not problem. Once the order is placed it should be delivered. This is your fault, not mine. Customers should not face the consequences for your incompetence. Where is your professionalism??
2. On 28th february 2019, ekart logistics has stopped updating the order status. But to my surprise in the mi india website the order status is totally different and had been updated the order status till 4th march 2019, where it says it is “out for delivery”. Yet it is another evidence that xiaomi india and ekart has a fully confused co-ordination between themselves. Hence, they are misleading me.
*fifth picture is the latest update of both ekart and xiaomi on 4th feb 2019. *
3. The xiaomi india delivery partner, “ekart logistic” failed to deliver the order. Mi india should have reached their other delivery partners to complete the order, not to cancel the order altogether.
4. The initial query was clearly misunderstood by the customer support. Furthermore, the actual reasons and the steps of the procedure where not explained. The customer support clearly acted on their own, which is without consenting and discussing the facts.
5. The mi team did not contact on my mobile, and cancelled my order on their own.
6. If a customer could reach customer support through emails, chats and calls. Then the support or the mi team could have at least emailed the situation or the steps which would be taken, before initiating the whole process without the consent of the customer. Email is not just a piece of information; electronic mail is a method of exchanging messages between people using electronic devices.
The so called "mi team" clearly lacks this basic understanding of electronic mail and the uses.
7. Furthermore, there should be a time-frame in which the customers could answer or decide the result (In this case, the refund or re-order). Basically, customers must be given an opportunity and time to decide in matters of delivery.
8. The way xiaomi india has acted so far, it is evident that they have been acting autocratically upon their customers. Xiaomi india did not want to give this huge discount (Discount of ₹800, from a ₹999 product). That is reason why they have 8 to 10 days for the shipment to return from kolkata to bangalore, but not 2 to 3 hours time to deliver the shipment to me.
Yes, delivering the product to me would have been easier on them.
This proves the fact, that xiaomi india did not wanted this product to be delivered, in the first place. Since they do not want any product to be redeemed through coupon, but only real cash transaction. They have even mentioned to re-order this product again, where i would not be able to use any coupon.
*in the pictures, above-mentioned scenario is clearly visible. *
9. Significantly, in the transaction, i have paid the delivery charges. You are ought to deliver this order, in the first place, by any means. Since the problem is in delivery, mi india or mi team should reach their other delivery partners for the fulfillment of the order. The option of refund must be discussed with the customers first.
Either you deliver the order or give me full refund which includes both money and coupon.
Delivery of the order is my right. Refund of my coupon is my right. That’s all i am asking.
I should get the coupon refund as well. I have earned this coupon this coupon. Refund should be same as the payment.
Xiaomi india has monopolized the whole situation to their own benefit, it is a clear injustice to the consumers.
Why xiaomi india should not sell their products online, if they cannot assure the proper refund for the same. Also, do not even fully understand the uses of communication mediums.
Neither should they provide any coupon (S) as the company fails to guarantee the redeemable aspect of it.
Xiaomi has stopped replying to my emails.
This proves that they are guilty and trying to evade this situation in the name of policy.
Now i don't want your apologies.
Best of luck for legal actions i am going to take i swear.
And stop making a fool of your customers.
This is a clear scam.
I will suggest all to never shop online, especially from xiaomi india https://www.mi.com/in/.
It is not trusted at all. They want our money, with no proper service (S).
Have been using xiaomi's products for years, did not expected this to happen to me.
It is not about delayed in delivery it's about false commitments and the unethical behaviour.
Should have purchased this product from amazon.in
Worst online shopping experience ever.
I had already informed on mi service center via online
But still not a single technician visit at the site.