Xiaomi India — Delay in Service & Lack of Customer Support

Address:	New Delhi, Delhi, 110092
Website:	www.mi.com/in

I gave my mobile phone Mi4i-16GB at MI authorised service center: HCL Touch Services Address: 114, Veer Savarkar Block, Vikas Marg, Shakarpur 110092 vide job sheet no. [protected] on 9th of September, 2015 at 11:45 a.m. for screen/display replacement & sim tray replacement for which I was told that it will take around 10 days for getting the work done they will inform us by call for returning the phone. I have personally visited the service center 3-4 times thereafter & everytime they keep postponing by saying it will take 2-3 days more & it has been more than 30 days i.e. approximately 1 month now and I am still waiting for my phone. It feels very disgusting that I go all along to your service center keeping aside my priority works sit there for 45-50 minutes waiting for my turn just to hear that come after 2-3 days. Moreover the initial cost they mentioned on jobsheet was Rs 3, 705(all inclusive) for which I was ready to make advance payment at that time only but they told me bill will be generated at the time of returning of phone. Further a call came after 10-15 days mentioning that cost/charges have been escalated to Rs. 4, 335. On enquiry from Service Center, I was told that head office escalated the price around mid of september, but this is not at all fair that you keep on postponing the delivery of phone & keep on escalating the price since they will bill on the date you will return the phone as per the current escalated cost instead of the initial cost mentioned on the jobsheet. On the top of that whenever I call on customer care number they neither pick up the phone nor your authorised service centers feel responsible enough to atleast inform the customers regarding any delay or final estimated delivery date. Apart from this I came to know from many MI users that they are not at all satisfied from the after support services of MI. Moreover many of them have filed complaints on your customer care id as well as on consumer forum but they received no response from your side yet the management seems least responsive to address such a major issue & come out with optimum solutions. Is this the way they are thinking that you will be able to gain market share or survive in global competitive market where customer satisfaction is top most priority of every business. I request them to kindly get all the repairs done & return the same to the earliest billing the same at the initial cost i.e Rs 3, 705. Also it is a humble suggestion from my side to give a positive response to all the issues addressed above & come out with positive result as quickly as possible.