Thread Starter
#1
Hello members.
I have created this thread to highlight the ordeal I had gone through while dealing with Xiaomi. I had purchased a Redmi 3S Prime from Mi.com through the 21st September flash sale. The price I paid was Rs. 9,000 for the 32GB Silver colour variant.
There was no notification/update from Xiaomi for my order till it reached the courier partner. The phone was delivered, after 13 days of placing order, on 3rd October. On the other hand, an iPhone 6 which I ordered on 3rd October from Flipkart was in my hands within 24 hours.
I had ordered the Xiaomi phone as a backup phone (alongside my Sony Xperia) as the specs were too hard to resist.
It was used casually for internet surfing and gaming for the first few days, after which I started using it primarily as it was the only phone with me that supported my Jio SIM. There was an issue with the charger since Day 1, as it took a good 4+ hours to charge from 20-80%. It wasn't a major issue as a full charge lasted me for 2+ days easily and I noted it down to report to the service centre when time permits. Everything went smooth till 2nd November, when the phone started heating up under normal usage. I searched the net for the nearest service centre and the issue was now in my 'priority list'. On 8th September, the phone screen cracked all of a sudden while watching a YouTube video. I didn't even touch the screen, even 10 min prior to this, and I was shocked. As I removed the earphones and put the phone away, I noticed that the phone had heated up considerably. In the evening, I took it to the service centre and found that they had an off for that day due to some internal reason. By this time 50% of the screen had went black/grey, in addition to the flickering red-green vertical lines present since the crack appeared.
On 9th November I again went to the service centre at 10.30 AM. It opens at 10.00 AM and I was number 22 in the list. All customers were fed up with the pathetic quality of the phones. One customer had visited 3 different service centres for a screen replacement issue and was finally told that it would take another 15-20 days for the part to arrive, after which the paid (not under warranty) replacement will take place. Customers with a locked phone were given 2 day estimate for a simple software reset. And the boys at the counter were looking for the smallest of scratches on the body panel to turn away the customer citing 'physical damage'. By 12.00 PM, my turn came and in 10 seconds flat, I was told that it is a physical damage. I was told to go away and talk to the customer care in the most rude way possible (in Hindi - "Chal jaa customer care pe baat kar") when I told that my phone didn't have even a minor scratch anywhere and I hadn't dropped it. I called the hotline and one Ms. Amrita attended me over the phone. She was so unsure about company policies and had zero knowledge on mobile phones. She told me that it will be replaced under warranty and talked to the guy at the counter. I explained my situation once again and she put me on hold to talk to her senior. She responded that "any display problem is not repaired under warranty as it is physical damage everytime". In the meantime, the guy at the counter shouted at me to pay Rs. 173 charge for checking the phone or Rs. 2,050 to get it repaired. I asked the customer care agent if there was any chance of a mechanical defect, to which her reply was that "Manufacturing defect shows up in 1 day only" and when I told her that I was dissatisfied with her response and behaviour (rude I would say, but better than the service centre chaps), she told me that "It is not my problem as I have given the resolution and you don't want to pay Rs. 2050". I was totally frustrated by now and told that I want to report her and raise my complaint to which she said that there is no higher level to report and "aap kuch nahi kar sakte ab". I told her that I want to talk to her senior, she put me on hold and disconnected the call. Hearing my conversation in the "non-AC no-fan no-ventilation" room, 3 others who had the same problem of the display cracking without dropping the phone calmed me down. One of them had given his phone for repair and told that it was because there was no Gorilla Glass protection present in most phones from reputed brands nowadays.
As a last resort, I went to the guys at the counter again and this time they took the phone and asked one shabbily dressed person repairing the printer if this was a physical damage. He nodded his head and the guy handed the phone back to me telling that even the head engineer has now confirmed the problem. Fed up, I moved out from there. It was 1 PM already and the service complaint list was well beyond the 60s mark by now.
As of today, the phone is completely un-usable as the entire screen has turned grey-ish now. Now I feel that the 9k bucks have gone down the drain! The screenshots are coming out totally clear and so it may be a software problem also. The phone was not updated till the problem on screen occurred.
Order ID - 5160928555180123
Invoice No. - 1475284060984929224
I am looking for mail IDs of higher officials of Xiaomi to discuss this issue further and posting this on the forum to make people aware of the pathetic quality and practices followed by Xiaomi customer care. I will write a mail to 'service.in@xiaomi.com' with a link to this thread. Please share this thread on social networking sites like Facebook, Twitter, etc. as I am not using them due to my exams currently. If any more details are needed, please let me know.
PS.
* If anyone knows what might have actually went wrong with the phone technically, please help.
* Sorry for the long post. If you are short on time, please go through the bold text.
* MODS - Please move the thread to the appropriate section and change to a suitable thread title if needed.
Regards,
Alpha
I have created this thread to highlight the ordeal I had gone through while dealing with Xiaomi. I had purchased a Redmi 3S Prime from Mi.com through the 21st September flash sale. The price I paid was Rs. 9,000 for the 32GB Silver colour variant.
There was no notification/update from Xiaomi for my order till it reached the courier partner. The phone was delivered, after 13 days of placing order, on 3rd October. On the other hand, an iPhone 6 which I ordered on 3rd October from Flipkart was in my hands within 24 hours.
I had ordered the Xiaomi phone as a backup phone (alongside my Sony Xperia) as the specs were too hard to resist.
It was used casually for internet surfing and gaming for the first few days, after which I started using it primarily as it was the only phone with me that supported my Jio SIM. There was an issue with the charger since Day 1, as it took a good 4+ hours to charge from 20-80%. It wasn't a major issue as a full charge lasted me for 2+ days easily and I noted it down to report to the service centre when time permits. Everything went smooth till 2nd November, when the phone started heating up under normal usage. I searched the net for the nearest service centre and the issue was now in my 'priority list'. On 8th September, the phone screen cracked all of a sudden while watching a YouTube video. I didn't even touch the screen, even 10 min prior to this, and I was shocked. As I removed the earphones and put the phone away, I noticed that the phone had heated up considerably. In the evening, I took it to the service centre and found that they had an off for that day due to some internal reason. By this time 50% of the screen had went black/grey, in addition to the flickering red-green vertical lines present since the crack appeared.
On 9th November I again went to the service centre at 10.30 AM. It opens at 10.00 AM and I was number 22 in the list. All customers were fed up with the pathetic quality of the phones. One customer had visited 3 different service centres for a screen replacement issue and was finally told that it would take another 15-20 days for the part to arrive, after which the paid (not under warranty) replacement will take place. Customers with a locked phone were given 2 day estimate for a simple software reset. And the boys at the counter were looking for the smallest of scratches on the body panel to turn away the customer citing 'physical damage'. By 12.00 PM, my turn came and in 10 seconds flat, I was told that it is a physical damage. I was told to go away and talk to the customer care in the most rude way possible (in Hindi - "Chal jaa customer care pe baat kar") when I told that my phone didn't have even a minor scratch anywhere and I hadn't dropped it. I called the hotline and one Ms. Amrita attended me over the phone. She was so unsure about company policies and had zero knowledge on mobile phones. She told me that it will be replaced under warranty and talked to the guy at the counter. I explained my situation once again and she put me on hold to talk to her senior. She responded that "any display problem is not repaired under warranty as it is physical damage everytime". In the meantime, the guy at the counter shouted at me to pay Rs. 173 charge for checking the phone or Rs. 2,050 to get it repaired. I asked the customer care agent if there was any chance of a mechanical defect, to which her reply was that "Manufacturing defect shows up in 1 day only" and when I told her that I was dissatisfied with her response and behaviour (rude I would say, but better than the service centre chaps), she told me that "It is not my problem as I have given the resolution and you don't want to pay Rs. 2050". I was totally frustrated by now and told that I want to report her and raise my complaint to which she said that there is no higher level to report and "aap kuch nahi kar sakte ab". I told her that I want to talk to her senior, she put me on hold and disconnected the call. Hearing my conversation in the "non-AC no-fan no-ventilation" room, 3 others who had the same problem of the display cracking without dropping the phone calmed me down. One of them had given his phone for repair and told that it was because there was no Gorilla Glass protection present in most phones from reputed brands nowadays.
As a last resort, I went to the guys at the counter again and this time they took the phone and asked one shabbily dressed person repairing the printer if this was a physical damage. He nodded his head and the guy handed the phone back to me telling that even the head engineer has now confirmed the problem. Fed up, I moved out from there. It was 1 PM already and the service complaint list was well beyond the 60s mark by now.
As of today, the phone is completely un-usable as the entire screen has turned grey-ish now. Now I feel that the 9k bucks have gone down the drain! The screenshots are coming out totally clear and so it may be a software problem also. The phone was not updated till the problem on screen occurred.
Order ID - 5160928555180123
Invoice No. - 1475284060984929224
I am looking for mail IDs of higher officials of Xiaomi to discuss this issue further and posting this on the forum to make people aware of the pathetic quality and practices followed by Xiaomi customer care. I will write a mail to 'service.in@xiaomi.com' with a link to this thread. Please share this thread on social networking sites like Facebook, Twitter, etc. as I am not using them due to my exams currently. If any more details are needed, please let me know.
PS.
* If anyone knows what might have actually went wrong with the phone technically, please help.
* Sorry for the long post. If you are short on time, please go through the bold text.
* MODS - Please move the thread to the appropriate section and change to a suitable thread title if needed.
Regards,
Alpha
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