Dear Team,
1. My wife Dia had purchased a Redmi 9 pro power on 28.08.21, from Amazon.
2. This, we realise now, was a big mistake and a Cardinal sin, to purchase your product.
3. The handset was inoperational and not functional since 27th May, 2022.
4. She visited your Goregaon Jawahar Nagar service center on 28th May, 2022, around 12.30pm, to know why it's not functioning.
5. She was told Motherboard will have to be replaced. They will order the part from Bangalore Or Gurgaon, and she will get the handset in working condition, within 5 to 7 days.
6. We've been following up since then, with the service center and the MI helpline no [protected].
7. The helpline person on being asked the TAT for resolution of the service says 10 days, when I call up after 10 days, then the next person says Sorry, it is not 10 days, it is 10 working days.
8. 10 working days!!! ??
Seriously!!!
In the year 2022 !! ??
It takes one day for motherboard product / part to be shipped to Mumbai.
Why would you need 10 days?
Is the part coming on bullock cart or foot to Mumbai ??
9. On asking the executive, where is it mentioned about the 10 working days TAT, he did not have an answer. Its not mentioned anywhere, not even online..!
10. On escalation twice on 7th June, the helpline executive commits that since his supervisor is busy, he will arrange for a call back to me,
which on expected lines, is not received !! This same action is repeated again by self for the next two days, and post escalation twice, I am assured, that I will receive a call back, which never happened !!
Is this the level of Professionalism, displayed by your organisation ! ?
11. I put up a complaint on Redmi India's Facebook on 8th June and 9th June 2022. But not a single response till date, from the Social Media team, either on Facebook or on the phone !!
Is this the Level of Responsiveness, by your organisation ! ?
12. We were unable to receive calls, my wife's whatsApp, Instagram, Facebook, all Information stored is jeopardized and hampered!
Our customers are unable to connect with us, leading to loss of goodwill and business!!
13. The service center and the Mi helpline were clueless, confused and zoned out, about when we will receive the handset in working condition!!
14. Finally, we received the handset only on 11th June, 2022, apparently with the replaced and enabling motherboard. My wife had to again invest a lot of effort and time, to download the apps, arrange the data including the important images call for and redo the contacts, inform and apologise to our clients that her phone is functioning now. Incidentally from 28th May to 10th June (we got a call to collect the handset on 10th June, but were unable to collect on 10th), is definitely more than 10 working days !!
15.But, to our shock and utter dismay, the handset stopped functioning again on 28th June 2021 !!
16.Is this some kind of a Joke!
Isn't it obvious that the so-called motherboard was not newly replaced !!
Either a second-hand motherboard has been rectified and inserted. Or the earlier faulty motherboard has been 'dummy repaired'
Your organisation has zero values and principles and is just interesting in duping its already harassed and tortured customers !!
17.We call the MI Helpline to strongly complain and demand a Refund of the entire money. They asks us to wait for seven days for the resolution.
When speaking with another executive and asked to escalate the matter to the supervisor, the executive first puts me on a long wait, then apparently connects me to his supervisor, who does not answer the phone, coz the phone is ringing! I hold the phone for more than 10 minutes, but no answer, from the supervisor!
Is the Level of Responsiveness Appropriate !? (I have a phone recording of the same)
18. We get a call from the MI India Customer support, who when told that the MI team is not responsive and that I have not received any response for my Facebook complaint from the Social Media team, states repeatedly that the organisation does not accept Facebook complaints and does not reply to them and implies that as a customer, I have no right to complain on Social Media ! (have a phone recording of the same)
18. My wife visits the Goregaon Service center on 28th June, to complain. They shrug off their responsibility completely, saying that they are in the midst of some shifting. They were shifting even on the 11th June!
19.We get a call from Seema from the Malad Service center on 29th June. We put up the same demand to provide us with a refund. She asks us to visit the Malad Service center, and give the phone for inspection. When asked, Seema herself is not very confident, whether in a commitment of working days, if Saturday is counted as working or not working (Have a phone recording)
20.My wife is informed by the Malad Service center, that it is again a Motherboard issue, which is why the handset stopped functioning.
21.The following questions arise :
1) Wasn't the handset "replaced by a new motherboard" on 10th June 22, at the Goregaon Service center ? Or maybe, it was not!!
2) As a customer, is it not our right to know, the genuineness and authenticity of the motherboard replacement on 10th /11th June ?
3) Why did the handset stop functioning and the motherboard need further replacement, in only 18 days of replacement by a "new motherboard" ??
4) Is that your new Warranty ? 18 days ?
5) What is the TAT for products in the warranty stage being replaced by new product parts?
22)We get a call from Malad service center on 30 June to ask us to collect the handset. My wife tells him, to test the handset comprehensively, and to please switch off and switch on the handset 10 times. He agrees.
On 1st July, Seema calls up my wife and tells her Not to Switch off the handset, because there is a problem in this model !!
1) If there is a problem in this model, why was it sold to me, in the first place ?
2) And if it is realised now, why is the organization not withdrawing all these models ?
3) Why do we have to 'compromise' with your malfunctioning and damage products ?
When my wife visited the center on 1st July, she was told that the earlier motherboard has been replaced by a new motherboard !
The following questions arise :
1) The Goregaon service center takes 14 days to replace the faulty motherboard, whereas the Malad service center ironically takes only a day to replace the faulty motherboard. How is this deviation even comparable and possible ??
2) Isn't it understood that probably neither of the time, the new motherboard has been actually replaced ?
23) My wife is made to wait for One Hour! . She is told that the handset needs to get charged. Is it not understood that the handset needs to be ready for the customer to collect ? Has your organisation not harassed us Enough !!
24.After 45 minutes, the handset is only charged for 3%. And we are told that a faulty charger has been used for the charging !
Is this not Height of Negligience, Irresponsible Behaviour, Absolute Laidbackness, Total Disregard for the Customer !!!
25.Our woes with your Damaged and Faulty Handset Continue...
Since 1st July, the handset :
a) is not being charged properly. It is not charging beyond 33%
b) touch screen not working effectively
c) unable to answer the phone (the answer option is not visible, only phone is ringing)
d) upper portion of the phone is hung (time is showing 3.32pm, charging is showing 33%) (PFA snapshot of the same)
Since 2nd July, it stopped functioning completely..!
We've had ENOUGH!!
26.We do not wish to be a 'scapegoat' for Xiami India to use for their experiments on torture and harassment, of its customers..
27. This is :
a. absolutely pathetic,
b. preposterous and distressing
c. causing us untold hardships, annoyance and pestering from your end
It is completely reflective of your :
a. Organization's culture
b. Total disregard and disrespect for the customer and zilch service levels
c. Bureaucratic & Laidback nature of employees
d. Lack of processes and systems followed
e. Outright faulty and Thoroughly Defective Products
f. Irresponsiveness & Apathetic nature of your employees
28. At the time of placing an order for your product, we had made an advance payment.
I don't think that the funds bounced back or my cheque bounced or the currency notes were fake.
If the funds were not fake and if you got my funds correctly and in time, then why should I have to contend with your fake and faulty product ??
29. I demand a complete refund and take back your faulty product ASAP !
Have also complained on the Mi site : https://in.event.mi.com/in/questionnaire/email_us
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