Xiaomi India — Worst customer experience - work order no[protected]

sriram.cmr

from Hyderabad, Telangana

Address:	Rangareddy, Andhra Pradesh, 500072
Website:	www.mi.com/in

I had purchased MI4i mobile last October. Since then I have faced some or the other issue with this mobile. The problem ranged from heating, to yellow mark on the screen, then getting struck frequently and finally not getting charged.

My mobile is under warranty and I had submitted at one of the authorized MI service center. Below are the details of job sheet :-

Work Order Date[protected]
Work Order N.o[protected]
Phone submitted at - TVS Electronic Ltd., Kukatpally.

I was informed that the issue was with mobile charging port and that they would try to resolve immediately. Later when stressed on exact date, I was told that the store was under-stocked. They would be receiving the port Max by 6th of June and my phone would be serviced by 8th June.

I never received update from the service center after that. I called back on 10 -Jun to check the status. It was a hercules task to connect to the service center number[protected]. My line got connected after close to 50 continues attempts(Have call log proof). When it finally got connected, I was shocked to hear that it would take another 7 days to service my mobile.

The most appalling part was yet to follow. I somehow managed to get the Service center manager number(Name - VISHNU). I had a talk with him at around 11 AM and had conveyed my grievances. He promised that he would revert back to me by 1:30 PM. This never happened. I tried reaching his number several times between 5:00 to 7:00(Have call log proof) but the line was busy. At 8:00 PM I received message that he was driving, I requested him to show minimum courtesy and call back. This did not happen.

I made a complaint with regards to this to MI customer care. My ticket details - 1835234. Even customer care don't provide specific timelines, unless asked for. I had a talk with floor manager Ravi Shanker, who informed to revert back within 48hrs. As promised, I got a call from customer care person (Mohit) on 11 Jun morning at 10:00 AM. But this call was useless, as he didn't bother to give me any timelines. He just said, he would reach out to the service center and try getting it resolved at the earliest. I have no idea what "EARLIEST" means to them. He left lot of open question - When would he talk with Service center team? When would he call back? What action would be taken with respect to service center? Call was complete waste of my time.

Meanwhile I tried reaching the MI Service Center Kukatpally manager (VISHNU). He was repeatedly cancelling my call. I reached at the service center store in person and made one of the representative to reach him. The conversation with him made me regret my decision to buy MI4i mobile.

VISHNU conveyed me that they have issue with stock and to add to my horror, service cant be possible before 20th Jun. Two things I would like to bring forward here.

First one, VISHNU never bothered to apologize for the inconvenience caused to me by not reverting and picking my call. Next he behaved as if he was servicing mobile for a social cause. Also TVS electronic is different entity and has no ownership over Xiaomi's customer problems. He showed no signs of having morale responsibility.

Second one, VISHNU informed that he tried reaching the concerned team for stocks. Stock dispatch had been continuously delayed, even after raising the issue. Also he informed that there are people waiting from April with regards to issue. I would want to know, what kind of company Xiaomi is running. Why is a product been made, when it cant be serviced?.

It has already taken 2 weeks and I feel it would take an eternity to service my mobile. Pathetic service and an equally aweful Manager in-charge of it.

Distraught customer,
Sriram Venkatakrishnan

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sriram.cmr

from Hyderabad, Telangana

I received the below scripted mail from Xiaomi Team on sending mail to customer care.
[protected][protected][protected]
Hi Mr. Venkatakrishnan,

Greetings from Mi India Customer Support. My Name is Yogesh.

I certainly understand your concern and I will surely help you in this regards.

Sriram, I have reviewed your issue raised and would like to extend my apologies for the inconvenience this may have caused to you. I understand the urgency of the issue and hence I have escalated this to the concerned team in order to get a resolution on priority. I am here to address your concern and to ensure a prompt resolution. We will take ownership of the problem and we will follow-up until the problem is resolved.

If you have further questions, please don’t hesitate to contact me. I will be glad to assist you further.

Thank You for being a valued customer. Have a great day.

Sincerely,
Yogesh
Mi India Customer Support

sriram.cmr

from Hyderabad, Telangana

[protected][protected][protected]
My response to the above mail
[protected][protected][protected]
Hi Yogesh,

Glad to receive your mail on Sunday morning.

Somehow I feel MI customer service is lot messed up than I thought. Below are the contents of your scripted mail :-

"Sriram, I have reviewed your issue raised and would like to extend my apologies for the inconvenience this may have caused to you. I understand the urgency of the issue and hence I have escalated this to the concerned team in order to get a resolution on priority. I am here to address your concern and to ensure a prompt resolution. We will take ownership of the problem and we will follow-up until the problem is resolved."

I have highlighted the contents where I have problem. First of all, you extending apology is going to do no good to me. Had Xiaomi cared for its customer, service time won't be as long as 2 weeks. I am not sure how long the company would survive with this sort of pathetic service.

Second you stated, you understand the urgency of the issue - Total crap. What action item have you planned to take? Have you figured out what is issue and why this issue happened at first place. Did you even bother to connect with the customer or the service team?

Third you stated, you have escalated to concerned team to get resolution on priority - Completely Vague. Which team are we talking about? Who is Sr Manager in-charge of this issue? I cant go on expressing my problems repeatedly to all. Who is the single point of contact - His personal mail or contact number.

Fourth you stated, you would ensure a prompt resolution - Biggest Problem. What do you mean by prompt resolution? Be specific. Is there a problem mentioning timelines? You neither convey as to when I could expect a call from you nor a timeline on when I would receive my device.

Lastly, Taking ownership of the problem - Never say this, when you don't mean it. Ownership doesn't imply sending scripted mail, but to make sure things are resolved at the earliest. Also keeping customer in loop regarding the status of the service.

Please connect to me, only when you have answer for the above questions and proper timelines.

Distressed Customer,
Sriram Venkatakrishnan

sriram.cmr

from Hyderabad, Telangana

I had dropped below mail after my conversation with Devendar(Assistant Manager -Customer Service). I got to talk with him after an hour long delay.
[protected][protected][protected][protected][protected][protected][protected][pr...⇄
Hi Service Team,

Today(13th June), I had a tele-conversation with Mr Devendar(Assistant Manager). We discussed on varied points, below are the things we agreed on :-

1) My MI4I Phone would be serviced and handed over to me by 18th June, 2016(Saturday). No further delay would happen. I would be receiving confirmation mail for the same by EOD today.

2) Appropriate action would be taken against the Service center Managar(Mr VISHNU) for not treating customers properly.

3) I would be routed to grievance department once the issue is resolved, to discuss regarding compensation for making me undergo this arduous pain.

Expecting a mail from your end at the earliest. Please feel free to reach me in case of any concerns.

PS - Please don't respond with scripted contents.

Regards,
Sriram Venkatakrishnan

sriram.cmr

from Hyderabad, Telangana

I didn't receive any mail from MI Team. I had to subsequently talk with Sandeep(Manager), who promised me to send me an email confirmation within 15 mins. I did not receive any communication for the next 15 hrs. I spoke with Devandar on 14th Jun(Tue) for more than an hour to get written confirmation. Below is the mail content.
[protected][protected][protected][protected][protected][protected][protected][pr...⇄
Hi Mr. Venkatakrishnan,

Greetings from Mi India Customer Support. My Name is Swapnil.

I certainly understand your concern and I will surely help you in this regards.

Mr. Venkatakrishnan, Please accept my sincere apologies in this regard. This is not what we expect for our customers to face it.

I would like to inform you that approximate 18th June 2016 your device will be repaired, as your complaint has been already escalated to our concerned authority and they are working on it. Till the time, your kind patience is humbly requested in this regard.

If in case it get delayed will make sure to revert you with the proper update.

If you have further questions, please don’t hesitate to contact me. I will be glad to assist you further.

Thank You for being a valued customer. Have a great day.

Sincerely,
Swapnil
Mi India Customer Support

sriram.cmr

from Hyderabad, Telangana

Today is 18th June, I did not receive any communication regarding my phone service. I have sent below mail and hoping to get a response from their end.
[protected][protected][protected][protected][protected][protected][protected][pr...⇄
MI Service Team,

Intended Mail Recipient - Sandeep(Manager), Devendar(Assistant Manager), Swapnil & Yogesh(Online Customer Support)

First of all I would like to highlight the trouble I had to undergo last week. On Monday(13th June), I called Devendar to drop me a confirmation mail regarding estimated time of delivery. He informed it would be done by 5 PM the very same evening. This did not happen. Subsequently I spoke with Sandeep after an hour long delay in reaching him. Sandeep informed he would drop in a mail within 15 mins. I didn't receive mail for the next 15 hrs.

I called back on Tuesday(14th June) morning. After another call of more than 1hr with Devendar, I subsequently received a confirmation mail from MI Team. It is very difficult to understand how MI Customer service team works. They commit one thing and never stay on to that. Also I would like to bring to your attention that, I didn't receive "MI India Satisfaction Survey" for the last two call. It ended abruptly.

I had requested for a call back from Sandeep, which I never received.

Meanwhile I checked with Spare Manager at the store(on 15th June), he informed that customers are waiting from April. MI have spare part issue for a long time from now. Pathetic way of treating your customers, making them wait for months

As on today(18th June), I have received no communication from MI after 14th June Mail. Below are the contents of the mail.

"I would like to inform you that approximate 18th June 2016 your device will be repaired, as your complaint has been already escalated to our concerned authority and they are working on it. Till the time, your kind patience is humbly requested in this regard.

If in case it get delayed will make sure to revert you with the proper update."

As per last mail, I assume that my mobile is serviced and I could collect the same from the service center.

I would also request you to connect my call with Sandeep(Customer Care Manager) and Vishnu(Service Center Manager).

Last Time Customer,
Sriram Venkatakrishnan