| Address: 560017 |
| Website: www.mi.com/in |
Dear Sir,
I purchased Mi Note 3 on 25 May 2016 through amazon in bangalore, karnataka india. On 02 Mar 17 onwards my mobile battery indicator showing charging but even after putting full night on charging, actually its not charged even a single percent. I keep trying to charge then suddenly in between two time its charged upto 60% and then stop there only but battery indicator still showing charging even after changing the charger. When i contacted to mi customer care in [protected] on 04 Mar 17, he suggest me to check few things like battery health and battery life. when i checked its shows battery health good and temp 33 deg which was good as per customer care executive then he suggest me to visit nearby service center as problem persist with hardware. So on 04 Mar 17, i visited TVSE begumpet hyderabad (Opp Pace Hospital) around 1300 Hrs as that time i was in Hyderabad for my official trip.When i projected my issue with the customer service center lady, initially she told me problem is there with my charger but when i showed my charger then she said will format the phone and if problem remain persist then only will check mobile hardware which was really shocking for me as i don't have taken any mobile backup so i requested her to check hardware first instead of formatting it but she rejected my request. Same day around 1600 Hrs i received my phone back, when i checked it with supply its showing charging from 20 to 22 % so i came back to my home as i was new there and staying around 16 km away from bagumpet. As per service record, there is problem with Sub Board and repair method used is 102pcb, 601. But problem remain same when i checked it back after returning to my home even after changing that sub board assembly as well as after formatting my phone. Moreover my power button was not working smoothly so when i checked it i found a small gap in between both the cover near power button only, While pressing the covers, power button work perfectly. So i was trying to contact the customer care immediately but as Mi working hrs is upto 1800 Hrs so i was not able to connect them.
On 05 Mar 17, i already the registered complaint to customer care executive Mr Gagan regarding the same issue and he give me a docket number[protected]. As sunday xiaomi service center remain closed and on monday i came back to Bangalore so not able to visit there again.
On 07 Mar 17, i got a phone call from Mr punit regarding the same issue and he suggest me to visit the nearest service center so that service center also give their opinion regarding the case.
On 11 Mar 17, i visited Mi indranagar banglore service center regarding the same issue. Miss Ranjeeta (Service center engineer) told me that the part which was changed by begumpet service center is not the correct one and thats why charging problem remain same. She also told me that Begumpet service center not done the servicing in correct manner and thats why mobile display bent slightly and there is no warranty sticker available inside the phone so i have to pay approx Rs 3200 for repair it again. immediately i contacted to customer care executive for further conversation with Mr punit as punit was not available there so Neetu Verma contacted me through phone. She also spoke with Ranjeeta regarding the same issue but as she was not able to handle the situation so she transferred the call to his senior supervisor Mr Iftekhar. Mr Iftekhar also spoke to Ranjeeta regarding the same issue and after that he told me that problem is there from the side of begumpet service center so will raise the matter through proper channel and it will take few time, as warranty sticker is not available so its not possible for service center to accept the phone as per policy, moreover today is saturday so will proces it on monday.
On 14 Mar 17, when i contacted to customer care executive around 1100 Hrs, he told me that we already sent the mail and awaiting for their reply. After that i said i want to talk with Mr punit as he only handling my case but he said punit is from another department so punit will call you back within 24 Hrs as mail already sent to punit.
On 15 Mar 17, when i didn't got any reponse from punit or from customer care support then i contacted to senior supervisor Mr Guru regarding the same issue then he said it is still under progress and punit will call u back before pack up.
On 17 Mar 17, i got a call from Mr trilok and mail from Mr Sai[censored]lla, Regarding to visit the service center for repairing of my mobile phone. As per trilok, he already sent the approval mail to indranagar service center.
On 18 Mar 17, when i visited Indranagar service center again this time Mr Lokesh (Service center Engineer) saw the mobile visually(Without checking) and told me that this is happened because of battery damage. When i told him the whole story then he checked and told me that begumpet guys try to close the mobile in wrong way thats why this display bent. He also told me that as dent is there in top left corner so he can't replace it without approval as its not coming under warranty but on the same time he said that this gap is coming because of wrong servicing done by Begumpet service center, not because of misuse. Immediately i contacted to Mr Trilok reagding the same issue and then he spoke to Mr lokesh regarding the latest information. Mr trilok said he will look after this case again on monday.
On 21 or 22 Mar 17 ( Date exactly not remember), i got a call from Mr Rajesh and he told me that in conference someone is there from Begumpet service center. While conversation his voice is not clearly audible but he said me to visit begumpet service center and they will repair it free of cost and later on phone disconnected due to my battery problem.
Keep trying to get any reolution from customer care executive on 22 and 23 Mar 17 too but didn't got any result.
On 24 Mar 17, when again i contacted to customer care executive, he told me that it is under process and will take few more time when i asked for trilok or nikhil then he transferred the call to senior supervisor Akhshita. She told me that our back up team already talked with you around 0920 am regarding the same issue as there is dent in yours mobile so will not repair it under warranty. Shocking and surprising news is that i didn't got neither any call nor missed call from Mi Service center then how could it be possible that they updated it in their system. Moreover as per customer care executive complaints is under process and will take another fews days but as per akhshita that one is already closed, I don't know whose is giving correct information. When i asked the same thing to that lady then she told me that she will arrange the call back from back up department in another 15 Min thats before 1755 Hrs. But as usual i didn't got any call back from anywhere when i tried again then its shows thats there working hrs is closed for today.
On 25 Mar 17, when i spoke to Mi Customer Care Executive Akhshita again regarding her promise which she done on 24 Mar 17 for arranging call back from back department. then she said she got a mail from back department that Anandita already spoke to customer on 24 Mar 17 at 0920 Hrs and she (Anandita) already passed the message that as dent is available in mobile so Mi can't change the display in warranty and thats why this case is closed and even customer is also agreed upon this point so now case is closed.
But actually things is that i didn't got any phone call neither from Mi side nor from anandita as Mi senior executive told me or as updated in their system even i didn't got any missed call from any number during that period which Mi check from my mobile operator also and the same message i convey to Akhshita also, then Akhshita said on monday she will arrange the call back again.
There are few question :
(1) Why Mi service center engineer gaves different opinion regarding the same issue and same device moreover same service center. Why they are not able to find out all the problems and solution together at one time.
(2) How is it possible that Begumpet service center engineer forgot to put that warranty sticker back and the part which he replaced that also is not ok. which clearly indicated that Mi put which type of engineer in their service center who are actually problem creator instead of problem solver. who forgot to put sticker in device which is the basic requirement of mi, can do anything.
(3) For resolving one small issue, Mi take 3 weeks till now and that also not kill. Moreover not able to assigned one person for that task. Starting from punit, neetu verma, iftekhar, Guru, Saif, Trilok, Rajesh, Nikhil, Akshita and many many more. How is it possible for a customer to tell each and everything to different different guys. Which clearly indicated that wat type of working culture is going on in MI. All are taking money and wasting their time like this way only.
(4) Customer care executive told me that complaint is under progress whereas akshita told me that its closed. Only god knows who is telling correct, moreover she told me that within 15 Min back up department will call you but again false commitment and after that simply disappeared. I don't know who make her supervisor.
(5) as per Mi, as dent is there so they can't take it in warrenty even i don't want any warrenty from mi, i just want that give me my mobile the way i hand it over to service center begumpet. For that who will pay (Mi or that fool engineer who done all this stupidity) that i don't know, even Lokesh (indranagar Service center enginer) clearly told me that this all happened because of wrong servicing done by begumpet then why don't Mi listen to your own engineers words.
(6) In india everythting is possible. if we give so much love to you guys then we know how to treat with defaulter also. So its my humble request to you please take action now onwards to yours customer care executive as well as service center else things goes worst in futures. The biggest example is NOKIA...
(7) I already purchased 6 mobile from Mi for my family & friend as follow (if you want then can send you original bill also in yours mail)
Redmi 2s prime dated 16 Oct 15
Redmi note 3 dtd 25 May 16
Redmi 3s prime dtd 03 Oct 16
Redmi 3s prime dtd 23 Jan 17
Redmi note 4 dtd 23 Jan 17
Redmi 3s prime dtd 17 Mar 17
Now rest is upto you whether you want to stay yours loyal customers along with you in future also or not...
(8) All Document and voice recording is available with me, if you want to see how yours guys work.
Regards
sunil bhandari
[protected]
