Xiaomi India — cell phone under warranty and still asking for service charges & not providing update on mail

Address:	Ambala, Haryana, 135003
Website:	www.mi.com/in

We have purchased MI A1 phone in Jan'18 and it is under warranty.On 9th March'18, we faced problem with sim card not detecting in this phone and we have taken the cell phone to Yamunanagar service center of Mi and they shared the job sheet mentioning "PCBA of Sim card is faulty" and then on 10th March, we have talked with one of the customer care executive of Mi Service Center and they asked to go back to yamunanagar center again and asked us to reclaim on the same job sheet and they even asked us for the images of phone, which i have attached here as well. on 11th March'18, the executive at yamuna nagar center denied to open a new job sheet, he talked in a very unprofessional way and even with the executive on call as well, he denied that he can't recognize a service center guy on call, then executive on call asked us, he will be preparing a online job sheet and he will also lodge a complain against yamuna nagar service center and he asked us for 48hrs of time to respond to us. We waited till 13th March'18 for the response, but no response received, then on 14th March'18, we called back and they asked for an alternate number to be updated, as per them primary number was not reachable. We again waited for their call and next day then when we have not received any update, called back again and they said, alternate number could not be updated yesterday, we are updating it today and will surely call but again we have not received any response and yesterday on 20th March, when we have called back, the executive first was unable to find any ticket and then he disconnected the call, and when we called back again, another executive told us that, the first ticket has been closed as number was not reachable but they have not called on primary as well as on alternate number. on both the numbers, we have missed call alert activated, then he generated a new WO and today i received a call and customer executive was very rude, he even was not listening to anything. They are not responding over emails, he again asked us to send the details which we have shared on 10th March on email and said they dont have any email from our email ID. We have all call recordings with customer care executive.

My first and last question is " One can't even damage PCBA of any phone whether intentionally or unintentionally until we dont open the phone completely" then how this damage is not considered under warranty, one can break the sim tray but that is also in perfect condition. Phone is completely in brand new condition. I am taking this case through consumer forum so that my issue get resolved.

Mail quoted on 10th March is

Hi Team,

As per our conversation on phone below is my concern.
1.) I purchased my phone in January 2018 which is under warranty. I recently faced problem when my fine running phone started showing me "No Sim' Message. I visited MI authorized service center and they found the problem with sim card tray PCBA
And asked me to pay as it would not be considered in warranty. (job sheet attached)
2.) My concern is that why MI is not covering this damage in warranty. This is not a liquid damage nor any accidental damage.
I can't t understand why they are not covering this as I can not damage my PCBA by own if I even wish to. It has to be repaired by MI under warranty policy. Would request you to please check this issue and help to get it repaired without any charges.
It has been my 4th xiaomi phone and I trust the brand.

Priyanka Garg
Contact :[protected]