Xiaomi India — Customer care and service centre - poor response on manufacturing defect.

Address:

New Delhi, Delhi

I bought Mi4 through flipkart on 22.06.15. On 16th Aug 15, on morning my Mi4 was not working. Keenly seeing, i found a crack ( a single line ) in the screen. The phone was never dropped or impacted or mishandled.The phone was just kept of the table. The cause of the crack was not due to any of the mis-handling reasons. There is no dent, bent or any marks in the phone that cause the crack in the screen. It was very visible that the crack is not caused due to any physical impact or mishandling the phone. I have complaint this to the customer care representative on 16th and mailed them the photo of the phone the same day. Till date no response mail came from their end. After repeated calling the customer care on daily basis, they replied me vide phone on 25th They said to visit service center, if they confirm there is no any physical impact or customer induced damage, customer care solution manager will decide. but after visiting service center, even though the service center guy accepts their is no impact on the phone refused to change the screen for free of cost stating that it doest cover under warranty. The cause of this crack is due to manufacturing defect in the screen but customer care refused to replace the screen or not even ready to investigate the cause of the damage. Only mistake is buying that xiaomi mobile. Customer care should investigate the cause of damage and rectify the problem free of cost if the damage is very much visible due to manufacturing defect. They are not even ready to here the issue and blindly telling it is physical damage.