Xiaomi India — Unethical and Con Practices of MI

Address:

Mumbai City, Maharashtra

I have a very small issue, which is more than enough to lift the veil on this companies unethical policies and con practices. I have purchased MI3 last year in 12.08.2014, which was functioning well until July 2015. The phone has a developed a minor vibrator issue, wherein the vibrator started making rattling sound on the top left corner of the mobile phone. Curious to get it repaired, I went to this MI Exclusive Authorised Service Centre (which is TVS Electronics located at Kothari Milestone, Shop No. 114, 1st floor, 46, S. V. Road, Malad West, Mumbai 400064) on 01.08.2015 and informed the personnel accordingly. I gave the instrument to the front desk person, which he accepted and started preparing job sheet, without even inspecting the instrument of the vibrator problem. They removed my SIM card, have the form signed by me and asked me to wait. After repeated follow up with them, they called me after two hours, stating that the instrument had to be deposited for repairs. They gave me printed copy of job sheet (Work Order No.[protected] dated 01.08.2015), wherein they have not bothered to write the problem faced, inspection status and signature on the job sheet. On insistence, they told me that this is standard template they give to every customers. Please note they gave standard job sheet templates to all without even understanding the problems and issues raised. They promised me verbally to give me the instrument repaired on 05.08.2015 (without writing on the job sheet of estimated date of repair and delivery). However, I went there on 07.08.2015 for collecting the instrument. As a standard procedure, they told that your instrument is still under repairs, and shall be delivered only on 10.08.2015. On 10.08.2015, when I again went to collect the instrument, they gave me the instrument asked me check. The found that the vibrator was functioning fine but I noted an inside out dent on the back panel of the instrument which was protruding very much. Hurriedly, they told me sign the delivery job sheet. I asked them that the job sheet does not mentions of any work done. In reply they told me that my instrument was repaired urgently, so there is no mention of work done in the job sheet !! (what exaggeration). On my firm insistence they told me that job sheet is prepared by their boss (so called), who is authorised to enter the job sheet data, and is unavailable at that time. They verbally informed me that the vibrator is changed to which I replied that please log the serial number of the component replaced in the job sheet. For which they had no answer to this. Further, I shown them the dent on my instrument, which was caused by the service engineer from their side. They shown no remorse to this. I told them firmly get the back panel replaced as I am not going to accept the instrument, unless they prepare a proper job sheet showing work performed and they replace my back panel. This started to get on my nerves. After much deliberation, they told me that they will do the needful and again called me on 12.08.2015. On 12.08.2015, inspite of promising me verbally to replace the back panel, they undid the dent and were trying to convince me they made the repairs of the back panel. On inspection, I showed and demonstrated to them the back panel body is still protruding and was looking in a very shabby condition. I reminded them of the promise they made to replace, and against this promise, what they were delivering is pathetic. These guys were not even honouring their words. This added fire to my already existing agony. On much deliberation, they called this Mr. Bobby (as he introduced him at a very much later date, and I found his name on True Caller app as Gurdit Singh based on his number provided to me on 17.08.2015, his photo attached for reference). I also learnt from this guy that they just opened the vibrator and refitted it to solve the problem. I explained to him that they should have done this even on my first visit or first inspection, which they never did. This guy Mr. Bobby (or Gurdit Singh) convinced me that he will deliver the product without much delay and without much waiting time on 17.08.2015. On my apprehensions of timing, delivery, my impending outdoor personal visit and my office hours constraint, , he promised me that the workshop is open till 10 pm; I can come any time to collect the instrument and instrument shall be delivered to you in flat 5 mins. I had no choice but to wait and watch. On 17.08.2015, when I reached their service centre, I found that their shop was closed and I found this guy Mr. Bobby (Gurdit Singh) hiding in lobby area of the building, hiding from me. My frustration increased, as I caught him and reminded of his fool-proof committment of delivery on 17.08.2015. This guy had no remorse as was the case with the other staff members. He told me that instrument is ready, but as the shop is closed and has to go to the airport for urgent matter, he cannot give me the instrument. I told him to honour his committment and this does not speak well of the Company and MI brand. I explained to him that this is not the way to take their customers for granted. This guy was hell bent to give weird reason, that he does not have the keys of the shop, he is going to the airport urgently, his employees cannot deliver the product to me, his staff has left the office, and so on. I explained him how many times should I visit On my further insistence, he hurriedly told me that the instrument will be delivered to you at my office in Bandra on 18.08.2015 at 1 pm. He exchanged his numbers and was off in a flash in the crowded area. I dropped by office address to his given number, which he is not even acknowledging receipt. Repeated calls to him went unanswered. I had also pinged him on whatsapp and blue ticks indicates that he has received by message. But he is still not replying and ignoring my messages and pings. Today as I write this narrative on 18.08.2015, I have neither received my instrument, nor any satisfactory replies from this so called MI Exclusive Service Centre. I want to raise poor service standards with Xiaomi's officials. Request others to share this narrative to all others, so that they don't fall on the hollow words of the Company. I have many questions on the Company Xiaomi, but I guess this is not the forum to raise questions. Can somebody please bother to answer or reply