I am a customer of POCO and own a POCO F4 5G smartphone, purchased with a valid manufacturer warranty.
Recently, the bottom half of my screen stopped working. I submitted my phone at the Mi Service Center – Infotel, Kolkata, West Bengal.
The service staff refused to provide warranty support, stating that the device had:
Minor scratches,
A dent, and
A supposed gap between the screen and the body (which I never noticed).
They declared that due to these minor cosmetic issues, the warranty was void. Since I urgently needed the phone, I had no option but to pay for repair.
However, only a month later, my phone started facing lagging and performance issues. When I approached the service center again, they rejected warranty once more, this time due to a single scratch on the screen.
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Why I Believe This is Unfair:
1. Minor scratches and dents are part of normal phone usage and should not cancel warranty coverage.
2. The issues (screen not responding, lagging performance) are internal defects, not caused by cosmetic damage.
3. Other smartphone companies (Samsung, OnePlus, Realme, etc.) do not void warranties for such minor wear and tear.
4. This practice appears to be a loophole used to avoid honoring warranty commitments and force customers into paid repairs.
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Relief Sought:
Acknowledgement that minor scratches/dents should not void warranty when the defect is unrelated.
Proper repair/replacement for my device under warranty.
Assurance that POCO/Xiaomi will not use this unfair condition against other consumers.
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Service Center Details:
Mi Service Center (Infotel)
Kolkata, West Bengal
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