Xiaomi India — Suspected fraudulent activity experienced at a MI authorised service centre

I wish to report a deeply unsatisfactory experience I recently had at M I India's authorized service center in Vellore, Tamil Nadu.
I visited Radiant E Serve, the MI service center in Vellore, Tamil Nadu, on September 16th, as my Redmi Note Pro Max suddenly stopped working. Upon inspection, the service staff explained the issue and provided a list of components that needed replacement to restore the phone's functionality. They also informed me that they had to order these parts as they were not readily available. According to them there would be 4-5 days delay to get the ordered parts from MI. Since there was no other option, I proceeded to pay the inspection charges and informed them that I would be returning the phone for repair on the next working day.

However, in the meantime, I discovered from MI website that there was another authorized service center named 'Smart Communications, ' closer to my home. I went there on 19th September, and showed their front desk executive Radiant E Serve’s inspection report containing the diagnosis and the list of replacement parts with cost estimates.

I asked them whether they had those components available with them in order to repair my phone immediately. They told me that they had only one component available and the rest were to be ordered. While my conversation with the front desk executive was on, a technician came from inside and took the phone from the phone from her telling me that he would check it by inserting a battery. I said okay for it..

After he went inside with the phone, I realised that he didn’t see the inspection report from Radiant E Serve, as they had already tested the battery. I was thinking that he would comeback within a short while. However, I was made to wait there for nearly 2 hours and after that the same technician came back and told me that the mainboard had to be replaced and also added that there's no point in replacing it as it would come with a prohibitive cost !

I then showed him the inspection report from Radiant E Serve, and he claimed that Radiant E Serve had misdiagnosed the issue.

Upon further probing, Smart Communications staff provided inconsistent and unconvincing explanations. Additionally, I discovered that the screen guard was missing when I received my phone back, leaving me feeling cheated.

Subsequently, I approached Radiant E Serve to inquire about the conflicting diagnoses. They maintained that they had followed all necessary protocols in diagnosing the issue and were hesitant to comment on Smart Communications' assessment. This experience has left me deeply dissatisfied with MI as a brand for a high-end mobile phone, and I view this issue as a serious breach of customer trust.

After reviewing MI's integrity and compliance policies on your website, as well as the fraud reporting system, In my case customer trust has been broken, and integrity has been compromised. Please take the appropriate steps to proceed further in addressing this matter.