For redmi 4 64gb.
I would like to escalate an issue with both service center and phone.
Please read carefully the below chain of events:
- i had recently purchased a xiaomi redmi 4 as a birthday gift for my sister on 20/11/2017 from amazon
- the phone was working tremendously. Until, 16/2/2018 when the phone fell out of her hand and ended up cracking her display unit falling on solid dry concrete road (Gorilla glass broken, touch digitiser working). (Photo below)
- on 17/2/2018, we took the phone to your mi authorised service center - k. P. Enterprises - flex, mulund (Opp oswal supermarket) to replace the screen in paid service. (Photo below)
- upon approval from the service center, i was told only the screen will be replaced at the cost of ₹2772/- payable only in cash. As i was informed, only the screen is being replaced, screen replacement warranty will be 3months and other phone part warranty will remain the same as 1yr period from purchase date (20/11/17-20/11/18) and so the phone would not leave warranty. So we commenced with the service. Handed phone at about 345pm and got it back by about 5pm.
When asked to your service technician if entire phone was diagnosed and cleared of any other abnormalities, we were told it's all clear. You can take the piece home. So we paid (₹2772) and left. Upon coming home at about 7pm, we tried playing some songs on the phone (Surprisingly they had not formatted the phone in the display change period), upon increasing the volume to full, no voice whatsoever was audible.
- so we decided to take the phone back to kp enterprises on tuesday 20/2/18 (As sunday was an off for the service center and monday we were out of town). Upon informing them that the speaker unit wasn't reproducting any sound whatsoever, they said they'll diagnose the device and see. We waited an entire hour, after which we were returned the handset stating speaker issue solved (Again phone was not formatted). Having learnt with saturday experience, we decided to check the phone thoroughly at their service outlet itself, and so we inserted sim into device to check on audible sound issue resolution. To our surprise, we could not hear the opposite caller, nor could they hear us, and only on speakerphone could we hear the person opposite. So we asked them to diagnose again and tell us why that's happening.
- a short while later, the kp enterprises service technician asked us to replace the sub-board of the device. When i asked why it's to be replaced, he said it's faulty and due to that i cannot hear or talk back to callers. When i asked him if he has the part in stock, he said it will take 4-5 days as the part is unavailable with them, so hence said you can check in other service centres if they have the part - it will be replaced free of cost in warranty. So then we called up b2x electronics dg mobile service thane west (Opp. Thanawala garage) and asked them if they had the part in stock, they said yes, come we will replace.
I asked the technician to provide me with a written statement as to why the part was to be replaced and what part it was, to which he denied the request and said that upon scanning your imei number we/other service centres will get the phone service history. So i asked him, why have you decided to change the sub-board when all that was asked of you was to change the display unit, to which he replied, i found it to be faulty so changed it (Not finding it important to inform me about it whatsoever till the point i asked the service history).
- so we collected the receipt from kp enterprises mulund and left for b2x electronics thane west on tues20thfeb2018. Upon arrival to b2x electronics, we were told to wait as they'll diagnose the device and let us know if sub-board needs replacement. So we waited for about 30mins. After a while we were called to assess the phone situation by their service technician, to our surprise we were told that the phone will not be in warranty as the mouth piece and speaker chipset has been replaced with a faulty piece that had been a used one as it had traces of moisture and soldering was uneven. When i asked the b2x electronics technician, i was told the sub-board is working perfectly fine, only the speaker/mic chip needs to be replaced else phone will no longer be under warranty and we will be subject to pay ₹400 to replace the part in paid service. Else they said i can go back to kp enterprises and get it changed there as they have tampered with the device themselves. (Part photo below)
So we requested b2x (Also known as dg mobile services) to provide us with a written diagnostic report addressing the problem correctly. (Report photo below).
My request to you mi service, is that could you please look into this matter? And help us solve it as correctly and effectively as possible?
I really find some aspects of this entire scenario very interesting:
1. For screen replacement, why was the mouthpiece/speaker chipset fiddled with if only the display unit was to be changed (When on diagnosis only screen was found to be faulty)
2. For replacing any part in my phone, a written statement is provided from service center which is to be duly signed by the customer authorising such repairs (Signed to replace screen, not any other parts). Then why was the other part (Which i fear was a working part) replaced without intimating the customer with the original part removed (Accused of being faulty) and replaced with another used chip from some other phone (Containing traces of moisture and improper soldering to chipset) which was defective too.
3. Why should the consumer suffer for the faults of your 'authorised service center' (Kp enterprises) when they tamper with parts that we haven't even requested to change apart from the ones mentioned???
4. Do your service teams seriously think all consumers can fall prey to their client misuse strategies to generate revenue out of parts, pushing the devices out of warranty for fitting used or defective parts and replacing original working parts while charging the customer almost 30-40% of the phone's mrp value?
Since kp enterprises has already screwed up my phone for no good reason, i would like to escalate this matter to your head office.
Please provide a worthy acceptable response and repair/exchange of device with new packed piece for the unnecessary faults of your service centre.
Hoping to receive something more matured and thoughtful from your head office team
