Xiaomi India — Mi protect issues

Address:

Bangalore, Karnataka, 560067

I have purchased mi5 from mi site along with mi protect plan. When my phone was fallen down, i have called one assist to raise the claim and they have told me that my protect plan is inactive and they can't raise the claim. Suggested me to reach out to mi to activate it. When i called mi, they told they can't activate it and i can only get out of warranty support. After some struggle, i found out that oneassist has created four relation ship accounts for my plan and 3 were inactive out of them. Whenever i call to raise a claim they are referring to inactive ones. I have given them the active relation ship number and they have accepted the claim on aug4th. By 5th document upload and verification was complete. But, till data my damaged handset is not picked up. Today i have received a call from 3rd party logistics person to pick the device tomorrow and shockingly he told me that there won't be any spare device given to me. When i called oneassit they are saying, my doesn't include that option. There was only one plan available while purchasing the mobile and i have opted for it. I do clearly remember reading about the spare device availability during the pickup.

After all, even after a month damaged handset is not picked for repair. They won't give any spare device during the pickup and there is no defined strict timeline to get the handset back from service centre. Is this what for i have purchased a mobile and protect plan mi???