- Negligent Service ^Closed

Saajan filed this complaint against Xiaomi India on Jun 16, 2017

i ordered a 'redmi * (black)-*gb-**gb' model worth ****/- alongwith a screen protection plan 'mi protect' worth ***/- from 'www.mi.com/in' during a flash sale on **/**/****, which was delivered on **/**/****. the product i received was defective for which i raised a complaint at the customer care & they advised me to visit a service centre for further process. on **/**/****, i visited the nearby service centre & after verifying the defect, they seal packed the handset & issued me a doa(defective on arrival) certificate & i proceeded with the replacement request on the customer care afterwards. they said that we will initiate the pickup process & within * days the sealed device will be picked up by our courier partner. i didn't get any kind of sms/email confirming my pickup request from their side & eventually i had to call again & again on the c.care to know about the status of that. then after * days i got to know that i had to send an email on their respective service email id with the picture of the doa certificate. after doing that, i got a call from their side on the next day & they confirmed my replacement request & they informed me that i had to deliver the product to their warehouse myself as my area pin code(******, chandigarh) was not serviceable for pickup, even though they are running a service centre under the exact same pin code. after making multiple calls to their customer care & requesting for the pickup, i, eventually, had to send the defective handset to their warehouse in bangalore through dtdc courier service on */**/****. i was being held liable for any damage or losses during the transit even though it was company's fault as they had sent me a defective handset. the courier was delivered to their warehouse on the following day i.e. */**/**** in the evening. after that i waited for a confirmation from their side informing me about the receipt of the handset & meanwhile i received text notifications & calls for the pickup of the defective handset from * different courier services on * different days. i again called the customer care numerous times to know the status of the replacement & also got a call from their side asking for the delivery of the handset even though i had sent the device already, which showed the lack of communication between the company's departments. during the conversations with the customer care people they told me that it usually takes them *-* working days(maximum) to complete the replacement process (including the delivery) after the receipt of the defective handset in the warehouse. so, even after calling them various times & not getting any appropriate response from their side, i called them on */**/**** & gave them an ultimatum to deliver the device before **/** or i will move to consumer forum to file a complaint against them. to my surprise, after giving them the warning, i got text messages from their side * days after i.e. **/**, that they had received my device (even though the device was delivered on */*) & the new replacement will be dispatched. they dispatched the device on **/* itself & the device was delivered to me on **/*. but to add to the harassment, i again received a defective handset. i again called on their customer care & went to the service centre on **/* to get the defect verified & again a doa was issued to me after seal packing the device. i again had to suffer due to company's negligent service & again the device is lying at my house seal packed & i am not able to use it till date. moreover, the period of the screen protection plan i purchased alongwith the handset was started on **/* when i received my first handset & that is also going in vain. i called them again & registered for the replacement but i asked for a refund instead of replacement as i don't want to deal with them anymore. i emailed them asking for the refund of my device, the screen protection plan & also demanded the compensation for the courier charges i had to pay initially to send the first defective device back at their warehouse as a compensation for the harassment caused to me or i will file a complaint against them in the consumer court. they called me on **/* to inform me about the escalation of my case detail & got a call from their side today also i.e. **/*/****, asking for my final decision on replacement or a refund. the way they dealt with the issue was so unprofessional & also refused to compensate for the courier service i used to send their defective product & told me that i didn't understand their process & started giving explanations to cover up for their mistakes. it was like i made a blunder purchasing their product. this was my *rd phone purchase from the company but still they showed utter negligence, unprofessional behaviour & caused a lot of harassment to me in handling this issue. please help me in this regard on how should i proceed further

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