| Address: | 395009 | | Website: | direct to service center and customer service |
Dear Sir/Madam,
I have purchased the Mi4i 32 GB (grey) from my Mi account on 4th August 2015 sale, which I received it on 11th August.
Just after 20 days ie. 1st Sept 2015, it's home navigation switch start malfunctioning(operating harder than other part of screen)j. When complained on Customer Service, I was advised to go nearby service center and get it diagnosed and refused for any refunds or replacement.
Taking some time from my routine work, I visited the Mi authorised Ensure Support Services India Ltd, Surat, Gujarat, India. During the visit I was Informed to submit my handset for 25 days for repair. Since I had no other handset available, I hesitated doing so and call the customer service later and registered a complaint no. 555212 on 15th Sept for urgent services. Also I was informed to visit either Ahmedabad or Mumbai for better service since Mi service center are available there. When visited Ahmedabad service center on 19th Sept., they refused to accept the query saying " Since it is operating hard we cannot accept the device, we can only accept if it stops functioning".
After few days, home navigation switch stop functioning and having no other option available I submitted my handset to Ensure Support Services India Ltd, Surat on 26th Sept., where I was told to get the job done in 20 days.
After 20 days ie. on 17th Oct, I enquired about the handset and was told to collect it by next Wednesday (21st Oct). On 21st Oct, no one received the call from service center, so when I went to collect he handset directly, I was informed that it is not done. Also they misbehaved. And at last they informed me that the spare parts are not available.
So on 22nd Oct, I again called the customer service and booked my complaint no. 658788 and I was informed that "all care will be taken and updates will be inform to you". But till date I haven't received a single call from any representative for any updates, just received the calls to get my information only. Also I called the customer service on 25th Oct, 28th Oct, 31st Oct, 4th Nov, 7th Nov and 13th Nov, but still I haven't got any satisfactory response.
On 4th Nov, I was told from Customer Service that the spare parts is made available to service center. After two days when contacted to service center for updates I am told that " Consignment from Mi is received but spare part for your device is not received". So I called customer service on 7th Nov to get the updates. On 13th Nov., when I called customer service for any updates, they replied me " No spare parts is required for the problem in my mobile handset, so visit service center and cross verify it." When visited to service center on 17th Nov, I came to know that Customer Service had informed me incorrectly and are apologising me.I am only told all the time (4 weeks) that your complain is forwarded, action has been action and problem will be resolved as soon as possible. But no one is pointing on why after 55 days of submitting handset, spare parts are still not available.
Still I am waiting to get the tentative date for handset delivery from Customer Service and also service center is not receiving the call. Also one of customer service operator during call has openly told that me to file a complaint on consumer forum or anywhere else if I wished but the service will be done in the same manner as now.
After showing my all trust on this Mi brand and now having experienced all such situation I also requested for the refund, replacement or any spare device till I get my device. But none of them is fulfilled and I am baring all the losses.Such an experience has made me loose my faith on the brand.
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