"Dear Customer,
As discussed over the call, we have started working on your complaint with reference number: WOIN[protected] and it will be resolved by[protected]. We will get in touch with you once an update is available or when the case is closed. We appreciate your patience and co-operation in this regard. Kind regards"
In continuation of my grievance related to recent poor service job done by Xiaomi, Chennai, India I'm drafting here to explain the hardship I went through and no resolution yet but harassment from backend team personals.
[protected]: Submitted Redmi 9 Prime to Xiaomi Service Center, Chennai, India. As display is blacked out but phone was working fine, I could get calls, notification sounds, alarm rings etc. After 3 hours of wait they quoted display, back cover, camera lens cover need to be replaced. Though phone was under warranty due to minor physical damage warranty was voided by Service Center.
[protected]: Delivered repaired Redmi 9 Prime. Fixed Display, back cover, Sim tray, Volume button but camera lens cover not available so delivered without it. Paid ~₹5, 500 and service center promised to call me once lens cover is received and fix the same.
Note: Service center didn't pick the calls and called customer care to spoke to Mr. Sharath Kumar and got an update phone would be delivered within two weeks from the submission. Also, Service center went ahead and charged for Sim tray (~₹200) despite conveying that I had left it at my home.
[protected]: Post service I noticed a small patch appearing in back camera photos. Plus Display has more yellow tint than the original version, which hurt my eyes. Also, noticed there was no lens cap over the flash/depth camera in the back panel. Called customer support, reached Sarath Kumar again. He took a complaint "customer not satisfied with service".
[protected]: Service Center called me back post to complaint and explained the issues. Whatsapp-ed the images + issues. They have asked me to visit the center in-person
[protected]: Delayed visit to Service Center as I wasn't keeping well. Explained the issues that I had whatsapp/conveyed already.
[protected]: Service center try to clean the camera as asked (I thought patch could be due to dust). But didn't work. This time, after showing the old back cover, they removed the flash/depth camera lens cap from old one (via heating process) and fixed it in the new one. Regarding yellow tint they had no clue. They didn't even have knowledge on display calibration settings available in MIUI. They claimed the Display is original and the issue could be due to different vendors. Regarding back camera they argued the phone was given in dead condition (which isn't true). No answer from them when asked why didn't they check the camera app etc., instead, claimed camera need to be replaced and quoted additional ₹1200+
7) 21st June week: reported/escalated to customer care, Guna Bharati, Yashwanth (senior support person); so far not much help. However, Yashwanth asked to create a new job order for the mentioned post repair issues; to resubmit the phone to Service Center so that he could help escalate to senior backend team, who supposed to have more authority and assured they would help resolve the issues.
[protected]: Went to the Service center; explained the procedure told by Mr. Yashwanth and submitted my phone and raised a new job order as told. Service center assured they would do their best as well by emailing to appropriate persons and let me know.
[protected]: Try to reach back Mr. Yashwanth, who asked me to get a new Job order so that he could help. But he was busy, I think
Ajay, landing call center guy registered a new complaint (the one provided above).
[protected]: Received a call back from, "so called senior backend team", one Mr.Ali. He didn't even bother to read through issues but simply extended the resolution date. Not at all helpful.
[protected]: Try to reach back Yashwanth as Ali's response is disappointment. After repeated explanation to landing call staffs reached one Mr.Sreejith, supposed to be senior support supervisor. Explained again to him what I had gone through and how poor Ali's response was. He again told me he would mark it as high priority but nothing useful.
[protected]: Drafted email to service.[protected]@xiaomi.com explaining the hardships faced.
[protected]: Received call from, "again backend team", Mr. Vinod. I asked again to explain the issue and I got really disappointed. After heated conversation he simply disconnected the call abruptly stating he wouldn't transfer to his supervisor.
Note: Ali has noted my preference time after 5 pm. Yet call came in at my peek working hour 2.30-3.00 PM.
[protected]: Try to reach again to customer care to Yashwanth but routed to Mr.Shiva Kumar through Mr.Robinson (need to brief him the issue again). Again not much help and he asked for me to do a conference call with Xiaomi Chennai Service center. I did but they wouldn't pick-up as always. Upon my request Shiva Kumar had checked updated unavailability of his manager and promised to arrange a call back within one hour. Four hours past but not call from his manger.
[protected]: Tried to call Chennai service center many times but they didn't pickup. Received automated response from Service.[protected]@xiaomi.com with links to fill-in details or use Mi app/website, which I had already tried it wouldn't go through and notified customer care staffs as well during my calls.
Please let me know how do I proceed. Should I file a FIR on the basis of cheating from Xiaomi Service as they have took my money but didn't render proper service. The phone isn't usable as expected and not sure if the parts are original. Moreover no one is answering to my queries but routing me with different procedures. One and half month now and only painful calls and visits but no proper resolution.
Regards,
Harikumar J.
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