Xiaomi customer support and service at its worst
After feeling highly pained & irritated by the worst customer support provided by you (Xiaomi) to their so called valued customers, I am compelled to write this review. I was one of the first ones in India to be an owner of the newly launched Xiaomi RedMi 1S in India. I bought the product on 22nd October 2014.
I was so impressed that I bought another unit of Xiaomi RedMi 1S on 22nd November 2014 followed by recommending the same to all my friends. The experience of using Red 1S as a product was undoubtedly great and at-par-excellence. I was highly satisfied as a customer of Xiaomi till 8th October 2015, when I lost my first phone and was compelled to use the second one.
Owing to the fact that the phone was lying unused in the delivered box for about 5 months, I was unable to switch on the device. It took me no time to realize that the battery might be at fault. I had a word with one of my friends who owns a mobile shop. He told me that it would just cost me Rs 50 and 15-20 minutes of my time to get the device back to working mode. But rather than handing over the device to him, I found it better to visit the nearest customer support centre and get my device rectified.
I visited the official Xiaomi India website and found that the nearest service centre would be the one located at:
MI Exclusive Center, G-5, 2nd Floor, Janak Place, Chatrapati Shivaji Marg, Janakpuri District Center, Janakpuri, New Delhi, Delhi 110058.
The Hours of Operation displayed on the site were: MONDAY to SATURDAY, 10:00 – 18:00. And too my surprise. There was no contact number available for the center on which I could have called them up for gaining some information or fixing up an pre-appointment for a visit.
Being a professional, Saturday was the most appropriate day for me to visit the center after completing all my weekly errands. On Saturday 10th October 2015, I hired an auto from my place and visited the center which is some 2-3 km from my residence.
On reaching the center I was actually amazed to see a long queue of customers (complainants) waiting to get their issues resolved.
I too joined the queue. To my surprise, there were three counters which were not providing any service but were rather acting as collection counters where you submit your devices to get them back after some days.
Anyhow, since I was there, so couldn’t trace my path back. Just a few numbers ahead me was an illiterate guy who wasn’t able to solve some updates issue in his device. A girl sitting at counter No. 2 was too rude to this senior citizen who was raising his request to her.
Finally my turn came. I believed that at this so called Service Center, I would simply present my phone and the Service executive would resolve the issue and give my phone back to me. But to my surprise the service job sheet issued to me against JobSheet No. JS15101001018 mentioned that the expected return date would be 24th October 2015. A duration of 14 days (2 weeks) made me feel as if Xiaomi was not servicing my phone but rather manufacturing a new customized unit just for me, that too not in India but in its China manufacturing unit. I had a word with the boy at counter No. 1 who told me that I would most probably receive my serviced device by Tuesday i.e. 13th October 2015. But when I called the Service Center on 13th October 2015, they said that it would take another two weeks. I had a telephonic conversation with your Service center manager Mr. Mohit Dimri but he too expressed his inability in helping me out.
I bought this device not because I was interested to have a collection of 3-4 phones of my choice, but because I wanted to own a phone so that it could be used as and when I am in need. Can you imagine how an individual would survive for 14 days without a phone, which has actually turned into a necessity these days?
Its not actually about the issues that people are facing with your defective & faulty devices but its actually about how well you handle the grievances of your customers. Sorry to say, you people have utterly failed in resolving the issues faced by me. In this era of cut-throat competition, consumers are much aware of their rights and how to exercise them
Owing to the fact that even after 9 days of submission, I have not received any updates from your side.
I hereby request you to take necessary measures and ensure that my device is couriered to my office address within a week from the receipt of this complaint i.e. most positively by 26th October 2015 as I don’t have extra time and money to visit your collection center again and again. If your fail to do so, I will be compelled you take legal course of action. Thanks
Fastway cable subscribers in Shimla feeling cheated despite paying hefty monthly charges
Fastway is charging Rs. 600 per month despite that we don’t have any service. Today is our 6th day without cable inspite of daily complains to the provider.
SHIMLA- Subscribers of Fastway Cable service in Shimla have been constantly complaining of poor service quality and poor customer support. Now some residents wrote to Himachal Watcher complaining that they are feeling cheated as the provider is extorting arbitrary monthly charges but isn’t delivering regular cable service. The residents complained that the cable service mostly remains suspended. When they try to lodge complaint, the Channel 9 ( Fastway franchise in Shimla) customer support hardly respond to phone calls.
I was fed up with Fastway’s poor service. I realized they are charging unreasonable amount for almost nothing as the cable doesn’t work of the time. So, I switched to Tata Sky, and I suggest other subscribers to get rid of Fastway. It’s better to have your own system,
said a resident of Summer Hill.
Another resident of the same locality complained,
The Channel 9 group is cheating the residents of Summer Hill. It has hiked its charges but most of the Channels are unavailable daily. It’s very common that the cable remains out of service for more than two to three days.
All residents of Summer Hill want that some punitive action against the service provider for not delivering ensured quality of service despite hefty charges,
he further added.
Fastway is charging Rs. 600 per month despite that we don’t have any service. Today is our 6th day without cable inspite of daily complains to the provider,
said a local.
Locals from Tutikandi reported similar case.
The cable boy doesn’t appear to collect monthly charges. Meanwhile, Fastway withdraws it services for non-payment of bill. I call them and ask to send the cable boy to collect the monthly charges but he doesn’t show up. The provider has no control over the cable boys,
said a local.
The housewives are mostly dependent on cable for little recreational opportunity they get after all household tasks are done, pointed out another local. In fact, in urban world, cable TV has become a basic amenity as it now directly affects quality of their lifestyle. The cable service providers are continuously hiking monthly charges while their services are degrading day by day.
The consumers have demanded the responsible authority to take cognizance of the situation and take measures to regulate the rates as well keep the service providers responsible.
Looting own people in times of unrest, this Shimla shopkeeper is a disgrace to Dev Bhoomi
SHIMLA– The State Tourism Department and the Food and Civil Supplies Department is well aware that during peak tourist season shopkeepers, liquor stores, hoteliers, and even road-side tea-stall extract over-charges from tourists. Situations like heavy snowfall, when the transportation is hit and supplies are limited, is a jackpot for their kind. The department isn’t interested in correcting this irregularity. However, this loot isn’t limited to tourists and outsiders anymore. This (shown in the video) shopkeeper didn’t spare even the locals. Several residents of the locality reported unlawful extracted for goods and bullying on being protested. Fed-up with this goon, one of the youth tried to capture his anti-social behavior on mobile cam. This is what he came out with – a disgrace to Shimla.
While a part of entire conversation is not recorded in the small footage, enough was recorded to confirm the unlawful and anti-social act by the shopkeeper.
This shopkeeper of Chauhan General Store, located in Vikasnagar, near the Kali temple, with couple of his goon friends, was caught on camera demanding more than printed Maximum Retail Price (MRP) when the city needed his co-operation. He was making profit by exploiting the situation created by recent spell of snowfall after which over half of the city plunged into darkness and residents faced shortage of daily supplies like milk and bread.
Surprisingly, with no fear of administration, the shopkeeper not only denied selling goods to a consumer but also abused and threatened him. It is a matter of shame for not only for Food and Civil Supply Department, but also for the institution responsible for maintaining law and order. The shopkeeper and his accomplices openly challenged the consumer to approach any authority, even the court with this complaint. Such absence of fear of law is worrisome.
Compare Himachal Pradesh with other states and you’ll find it a peaceful state with co-operative and hospitable natives. The capital Shimla, a tourist destination of international fame, shared more or less same reputation until recently as urban environment started taking over society in the city. This shopkeeper is the latest and well documented proof of it.
He is not the only one of his kind; several black sheep could be spotted if the administration ever bothers to maintain regulations. It is saddening that such people do not show any respect to law and to rights and dignity of the consumers.
Himachal Watcher is forwarding the video clip to the Food and Civil Supplies Department for appropriate action.
Poor Fastway Cable Service in Shimla harassing consumers
SHIMLA-Subscribing to Fastway cable service in Shimla city has become a mental harassment for public as services offered are miserable. People prefer to buy their own DTH setup and recommend same to others to avoid bitter experience with Fastway cable operators.
Despite paying monthly charges of Rs. 200-300, most of the channels are either not available due to poor signal strength or are down most of the time. Accessories provided by cable operator are too of very poor quality. According to a pile of complaints that people shared with Himachal Watcher, Fastway’s customer care is one of the worst experience they ever came across.
Also read:Shimla Satellite Fastway cable service crawls for quality
The cable boys in Shimla, on the other hand, share the same attitude. To avoid consumer complaints, the boys do not collect monthly subscription charges every month. Rather, they show up only after five to six months demanding total pending payment.It disturbs monthly budget of middle class families who were comfortable with paying small sum every month. The rest of time, these cable-boys do not receive calls to intentionally ignore customer complaints.
A resident of Shimla told Himachal Watcher that the Fastway cable operator disconnects his connection arbitrarily every week. TV screen shows a message “You have not subscribed to this channel.”
“When I dialed the customer care number displayed on the TV screen, no one replied. I tried again on next day but still there was no reply, said one of the complainant,” said the complainant.
According to complainant, the cable boy or any other representative of the company did not approached him to receive monthly payment despite his complaints. At the same time, operator’s reason for disconnection is non-payment of bill.
“I told the operator to come and get his payment, but no one appeared,” he added.
“Now, tired of Fastway service, I have bought my own DTH. I will strongly suggest avoiding Fastway. Their services are getting only poorer,” he further added. Several other residents are facing similar experience.
A resident of Kasumpti complained that the remote control provided with set-top box stop working after couple of months and the operator took over three weeks to replace it.
Television has become integral part of current lifestyle as a mean of entertainment. In a city like Shimla, cable TV is a respite for victims of stressful modern, urbanized lifestyle. Entertainment and recreation have always been present in every civilization since ancient times in the form of music, dance, sports, arts etc. However, in modern spaces, recreation is limited to only TV sets and smartphones.
Considering the studies conducted by various researchers regarding the role of television in modern lifestyle, poor cable service deprives consumers of entertainment and a major mean of gaining information (media), which cast negative effect psychologically. This implies that TV is directly associated with quality of life.
Therefore, the cable operators, especially the Fastway must not take their pathetic, inadequate service lightly. Behavior of the staff is also questionable. In brief, there are substantial grounds on which the cable company can be dragged into consumer court.