| Address: Xiaomi Technology India Private Limtied C/O Delhivery Private Limited Box number 306 VPO - Luhari, Kulana Road, MDR132, Luhari, Haryana 124108 - 12410 |
On October 2, 2024, I purchased the Redmi Pad Pro through the online portal of Mi India. Along with that, I also bought a Redmi Smart Pen, which cost Rs. 3, 962/-. The box contained an extra nib. Unfortunately, my little nephew misplaced the extra nib. Initially, I contacted the local service center to inquire about purchasing an extra nib, so that I could replace the existing nib in case it gets damaged. However, the service center informed me that they do not show any provision for supplying the nib in their system.
Following this, I wrote an email to the highest authority at Xiaomi, Mr. Lei Jun ([protected]@gmail.com, [protected]@xiaomi.com), with a copy to the Marketing Head of India ([protected]@xiaomi.com) and the support desk (service.[protected]@xiaomi.com) to request a solution to this issue. However, I received a response from Mr. Jun's desk.
After a couple of days, the Grievance Customer Support team replied (Complain No: WO:ISIN[protected]-FB5E, WO:ISIN[protected]-E55A, WO:ISIN[protected]-A944) stating that the nib is not available for separate purchase, as it comes included with the smart pen. Accessories, like the nib, are not sold individually.
Now, my question is: If the extra nib is damaged or misplaced and the existing nib no longer works, does that mean there is no option but to discard the digital pen, which costs almost INR 3, 962/- (not a few hundred rupees), and be forced to purchase a new pen again, at the cost of INR 4, 000/-?
From consumer protection rights as a consumer, am I not entitled to the right to access repair or replacement for defective or damaged goods? In this case, the inability to replace just the nib (a crucial part of the product) forces me to discard the entire pen. This can be seen as unreasonable, especially when I, as a consumer, have invested ~INR 3, 962/- into a product.
Similarly from the view point of Product Functionality: The core functionality of the Redmi Smart Pen is dependent on the nib. If the nib is damaged or lost, the pen becomes useless. The company is providing no feasible solution to replace the nib, essentially making the pen disposable. This is particularly concerning when the pen is priced at INR 3, 962/-, a substantial amount for a product that becomes non-functional due to the unavailability of a simple accessory (the nib).
Unfair Trade Practices: The company’s refusal to sell a replacement nib separately could be viewed as an unfair trade practice. If a product is sold with a vital component that cannot be replaced or repaired separately, this may lead to a situation where consumers are forced to spend money on an entirely new product instead of being able to replace just the defective or missing part. This could be considered as making the consumer bear the cost of a defect that might be minimal in terms of the product's actual function.
From the viewpoint Consumer’s Right to Redress: In this case, the absence of a practical solution to replace the nib could be seen as a failure to meet reasonable consumer expectations for a durable and long-lasting product.
Additionally throwing away the entire digital pen because the nib is unavailable not only harms the consumer financially but also contributes to environmental waste.
Under such circumstances I am asking for:
1) Availability of the nib as a separate purchase or a reasonable alternative (such as offering a repair or replacement option).
or
2) A refund for the pen if they are unwilling to provide a solution for the nib.
or
3) Compensation for the inconvenience caused due to the company’s lack of after-sales
The purchase bill of the product is attached herewith.
I am attaching the PDF copy of my my 1st email sent to Mr. Lei Jun
I am also attaching the pdf copy of the email sent from the Grievance Customer Support team
Thanks and Regards
Dr. Indrajit Chakraborty
Was this information helpful?
Post your Comment