I am an officer in Airforce and I had ordered a phone(Redmi note3) from Xiaomi Mi.com by online order no. 5160723199370016 on 23 july 16. I received this phone on 26 july 16 evening. The phone was faulty, i have reported to xiaomi customer care(18001036286) and sought for replacement as they have 10 days replacement policy. They suggested me to visit nearest service center for confirmation of fault before replacement. on 28 july I visited service center they declared phone is faulty and recommended for replacement. Then i called to customer care, they have given me a complaint no.2106098.Next day on 29 july i got a call from Mr Yash from mi.com and confirmed me that my phone is booked for replacement and faulty phone will be collected within 48 hrs.

After his call i got a confirmation mail from xiaomi. Since then till today (08 Aug 16) i.e since last 10 days I am waiting for collection of faulty product and daily I am enquiring from customer care, every time some new staff attend and assured me that faulty item will be collected within 24-48hrs. I have sent many mails to service.in@mi.com, every time they replied me with apology and said it will be picked up very soon and once faulty item reach their store, new phone will be dispatched to me. But nothing happened. On 4th Aug around 1100hrs I spoke to Senior Executive Mr Praveen. He assured me that reverse pickup will be done on priority latest by 5th Aug evening, then soon after I received email assuring fast action but all in vein. Nobody from their side called me neither anyone from their logistics partner approached me for collection of faulty product. Sir, I am fedup with the way they are making fool out of me. They are neither dispatching me new product nor collecting faulty one. I am working in defence, I do not have time to deal with such firm, required your intervention. Looking forward for speedy solution.

Email Id: deepakkoko79@gmail.