Complaint Details

Status	:	Closed
Complaint No	:	0087760/2016
Category	:	Telecom
Date	:	18-10-2016
Subject Line	:	Faulty Mobile handset and poor customer service @ Mi India
Complainant	:	Dharmesh J Shah
Address	:	A-3 STAR MANDRI APTS FLAT NO 650, ANAND ROAD NEAR RUIYA HALL
Complainee	:	Xiaomi Comunications Co., Ltd.
Address	:	Xiaomi India , C/O Ikeva Business Center, 8th Floor, Umiya Business Bay Tower 1, Cessna Business Park, Kadubeesanahalli, Marathahalli-Sarjapur Outer Rimg Road

Complaint Details
Dear Sir,

I am Dharmesh Shah, residing at Mumbai, Maharashtra. I have been a loyal customer to Mi India for a long time now. However, I am about to change my perception after the recent experience with Mi India.

I purchased a phone (Redmi 3s Prime - 4G 3GB RAM 32GB ROM Dark Grey, product model 2016032, IMEI # 861112032278682) on 14th Sep 2016 from Mi India website after fighting with millions of customers in a flash sale offered by Mi India. I was obviously delighted to be successful in being able to by the phone in flash sale as it gets sold out quickly.

I received the phone on 15th of Sep and was again impressed by the speed of selling and delivery! Really flash!

I started using the mobile on 17th Sep being weekend so that i can transfer my data and apps with leisure. But soon I realized that whilst the Mobile is working fine on Wifi Internet Connection, it reaches up to only 2G connection in terms of mobile Internet. I rebooted mobile several times, updated the latest MIUI software, formatted the mobile but all without any impact. This process continued over the weekend.

Finally, after all tiring efforts over the weekend, I contacted Mi Customer care on # 18001036286 on 19th Sep 2016, Monday morning. The person on the call asked me to again reboot the device and reformat the device and check for any updates and update the internet settings etc and none of them worked. Finally he asked me to visit the Mi customer service center located in Malad, Mumbai, Maharashtra. Ref Number for whole complaint is 160921007887.

I visited the Customer Service Center on 19th and 20th Sep 2016 only to find out that I am the 248th person for that day. I couldn't wait that long during the week days and hence visited Center again on 24th Sep 2016 Saturday morning. After waiting for 5 hours, I was advised that device is faulty. Cust Service Rep gave me a note for replacement of device and I was asked to call Mi Customer Care again to request for Pick-up.

I called up Mi Customer Care again on 26the Sep 2016, Monday and I was advised that my device will be picked up within 24-72 hours. No one picked up my device and neither i got a call from Blu-dart for the same.

I called up again on 28th Sep and Devendra from Mi assured me that ticket has been generated and my device will be picked up soon. I got an email as well. But no one or no phone call from Mi to pick up the device.

I called up again on 6th Oct again got advised that there is some technical issue from Blu-dart's end hence the device has not been picked up. I was yet again falsely assured of a resolution in max 72 hours. No one again came and picked up the call.

I called up again on 10th Oct, 12th Oct, 13th Oct and 15th Oct but received Busy Tone each day without getting connected.

I called up again on 17th Oct and finally I spoke to Shrishti and was assured that she has raised the ticket and I will get a call within 24 hours to have this resolved. but unfortunately i have not received any call yet neither I have received any solution.

As a consumer, I am just requesting a fair point, replacement of a product which has manufacturing defect and for which I have paid in advance.

I am just mentally tired now to follow upon this matter.

I am seeking a fair resolution to my complain... just a replacement device... that's it!

Looking forward a positive outcome to this.

Regards
Dharmesh

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