Xiaomi India — Warrant Support for Redmi Note 4G declined for frivolous reasons

Address:	600092
Website:	www.mi.com

Hi, I am Divya and I was gifted a Xiaomi Redmi Note 4G by my husband. Order was placed on 14th July through Flipkart.com. In September, the phone starting having minor heating issues and by mid September, the phone's touch just stopped working. From then, it was a tough job identifying the service center since none of the customer care numbers listed on the company site work, nor did I get any response from the chat support(supposed to be from 9AM to 6AM). I seriously wonder whether they have any kind of online support at all! Finally, a service center was identified in Ashok Nagar (on 26th September ) and on submitting the original bill copy, it was agreed that they would get back to us on the issue. Two days later, they called up from the center saying there is water logging in the phone and hence this cannot be covered under warranty, but paid service can be given! I am very sure that this phone has not slipped into water and the only water the phone could possibly have encountered is the sweat on my palm. On mentioning so, the customer care executive said that we need to careful with sweat too! Moreover, I use a cover for my phone and I am very sure that no liquids were spilled over it. Anyway, I wrote to the email id "service.[protected]@xiaomi.com" stating the issue on Oct 4th. I recieved an email from the team on Oct 5th apologizing for the issue and they mentioned that they will get back to me at the earliest. On Oct 6th, I received another email saying that the "device has been repaired" and that I can go and collect the same from the service center. Since the servce center number was not working, I wrote a thanks you email to the team and decided to go to the center directly. As soon as I stated the issue, the team there gave me back my phone saying, "You must have come to collect the phone since it will not be covered under warranty right?". That was frustrating itself. Everyone there acted or maybe really didnt have any idea about the email exchange I had with the customer care team. I sent them a copy of the email and they took a print out and one guy there actually read out these lines in the email, " Your device has beed repaired" and translated it to me in his terms saying, "Ma'am, they mean to say that you can collect the unrepaired device since it will not be covered under warranty support". Hilarious as it sounds, I was pretty frustrated by their behaviour! He went on to say that they guy named Ranveer who sent the mail has nothing to do with the team here( Really! so does that mean this email id service.[protected]@xiaomi.com is an hoax! If so why is it listed in the company website!) Now, he came me the email id of another person '[protected]@xiaomi.com' who controls the south division of Xiaomi India. Well, I sent him an email with all these issues stated, on Oct 11th. I am yet to get a response from any one of them! Please help me in ensuring that they either repair the handset within warranty support or else they should be ready to provide a new handset! What rights does the company have in harassing citizens with such poor levels of services? I am also planning to reach out the the public with the social media support to ensure that no one else is duped this way! I am hereby copying the letters sent between me and the MI service team in the last month. [protected][protected][protected][protected][protected]--- Divya Biju Oct 4 (10 days ago) to service.[protected]@xiaomi.com Dear team, This is regarding the warranty support for my phone ( MI Redmi Note 4G) which I bought on 14th July through the site, FlipKart.com. The invoice number is blr_wfld[protected]. Let me first tell you that Xiaomi service is the worst that I have encountered with respect to handsets, and pls note that this comes with a person who has used phones such as Micromax too! Last month, on September 1st to be exact, my RedMi Note 4G just decided to stop working. Please note that this is within 3 months of receiving the phone! Then started the hellish effort of trying to contact a service center /customer care number from the net. I have tried all the contact numbers listed on your website, no matter which corner of TamilNadu it might be.. just to get in touch! You might wonder that it would have been simpler to just walk into one of the many support centers you have! Well, I am a mother of two young kids with limited transport facility and belong to a group of individuals who would like to call and confirm the location rather than go searching for the place using public transport tagging kids along. Well, finally you guys won, and I took that trip down to the Ashok Nagar center on 26th September with my original bill( yeah! I have tht too) (Work order number :[protected] and guess what, it was taken in. And then a few days later I get a call saying, "Ma'am, sorry it cannot be covered in the warranty support since water has seeped in." I am really sure that my phone had zero water exposure except maybe the sweat on my hand! Well, the customer care representative said that even sweat can be an issue and hence no warranty coverage! I would like to know from the team, whether a customer should use gloves to use his RedMi Note 4G to ensure that it has no issues? If so, please add that as part of the description the next time you sell a similar product. I have still not retrieved my phone from the customer center, coz I believe it would be better to raise a consumer complaint against the company online! That will ensure that I get the required coverage and that no more consumers are duped further! A calmer part of me makes me type this letter to the company representatives informing them of the lack of customer service! If I dont receive a reply to this letter at the earliest, please note that I will be raising an online consumer compliant in this regard! From my part, I have already started discouraging a lot of my friends from buying Xiaomi products. They all agreed on one point, for any product the most important aspect is the continued customer service! Hope to hear from you at the earliest! Yours sincerely, Divya [protected][protected][protected][protected][protected][protected] Mi India via freshdesk.com Oct 5 (9 days ago) to me Hi Divya, Greeting from Mi India Customer Support. My Name is Ranveer. I truly understand your concern and extend my sincere apologies for the inconvenience caused to you. Your complaint has been escalated to the our concerned team for proper handling, so would request you to wait for some time, we will get back to you as soon as possible. We value our association and hope to resolve your complaint at the earliest. Sincerely, Ranveer Mi India Customer Service Center Website: www.mi.com/in Facebook:https://www.facebook.com/MiIndiaOfficial Web Chat Service:http://www.mi.com/in/service/online Hotline:[protected] [protected][protected][protected][protected] Mi India via freshdesk.com Oct 6 (8 days ago) to me Hello Divya, I am really sorry for the delay in a response. I would request you to provide the exact status of your device, whether you have received it or not.If not you can collect your device from service center.Your device has beed repaired. If you have further questions, please don’t hesitate to contact Mi. I will be glad to assist you further. Sincerely, Ranveer Mi India Customer Service Center Website: www.mi.com/in Facebook:https://www.facebook.com/MiIndiaOfficial Web Chat Service:http://www.mi.com/in/service/online Hotline:[protected] [protected][protected][protected][protected][protected][protected] Divya Biju Oct 7 (7 days ago) to Mi Hi team, Thanks for the prompt response! It was indeed heartening to see a welcome response after the recent support interaction. I am yet to collect the device from the center, since I was unsure of the repair status and the warranty coverage. As stated, I shall go ahead and collect the phone from the concerned center today at the earliest itself. Thanks for the customer support provided! Regards, Divya [protected][protected][protected][protected][protected][protected] Divya Biju Oct 8 (6 days ago) to Mi Hi Ranveer, Thanks to Mi for successfully wasting my time and effort once again yesterday. Based on your email, I had been to the local service center to collect my "repaired" device around 4:30PM on 7th Oct. (Kindly note that none of the numbers at the center work, for me to call and confirm the current status). I wait for 20 minutes for my turn(token) and then the service team tells me that as they had informed about the water logging issue, I must have come to take the product back. This was quite irritating in itself, since in your previous email you had mentioned, " Your device has been repaired". One of the service staff heard me out, I informed them about the mails that I had send u and the confirmation I have that there has been no water exposure for the device, and I even sent them the emails sent between us. Now, this guy takes a printed copy of the mail and has the audacity to tell me that, "Your device has been repaired" means "Please ome and collect your phone(repaired or not)!!" . I might not be a genius, but my common sense tells me the mail meant that I can collect a working device! You can correct me if I am wrong, since MI seems to be operating in a "different" manner! It was frustrating to waste my time and energy to visit the service center, have a totally stupid conversation and return empty-handed! Please note that I do not plan to do this again! I will be raising a concern with the authorities! Kindly note that I will not be collecting the phone until it is repaired and I receive a call from the concerned service team asking me to collect the "repaired" product! If this cannot be covered in the warranty, well then I will not collect the device, but I shall ensure that the social media is set abuzz with the article "MI phones - great looks, sensitive device, worst service" that I plan to write on! Thanks and Regards, Divya [protected][protected][protected][protected][protected][protected] Divya Biju Oct 11 (3 days ago) to rnarasimhan Dear Sir, This is a complaint regarding warranty support coverage for my RedMi Note 4G ( given for service at ur KK Nagar service center), bought from Flipkart this July. The trail mail contains details of the emails that I have been sending to the support team and their responses. Request you to look in to this issue at the earliest! I am planning to raise a consumer complaint in the consumer court and just noticed that I had not marked you in the earlier email. Kindly note that if the issue is resolved latest by Tuesday, I will have to raise the court complaint against the company. Thanks for your time, Divya [protected][protected][protected]****[protected][protected][protected]