Xiaomi India - Got a soap and old bike part instead of Phone

i ordered a redmi note * (**gb) phone from redmi store, bangalore, online,
on **/*/****. i received the parcel from fedex on */*/**** at my office at
around *:** pm. i did not find the seal to be tempered so i signed the delivery
receipt. i brought the parcel to my desk and opened it in the presence of three
colleagues and on opening the parcel and the phone box inside i found a vim
bar soap and an old plastic bike part instead of the phone.i called up the
customer care immediately and also emailed
them with the photos of the
parcel and box as they asked. they assured me that they will investigate and
take necessary action. on */*/**** , i received an email from the customer care
informing me that they cannot help me as they have not made any mistake on
their part. i sent a notice to the md and customer care and informed that if they
don't refund my money or send my phone by **/*/**, i will file case in
consumer forum.they have not resolved the case yet. the correspondence with the company is pasted below.

(*st may ****)
i had ordered redmi note * on ** april **** which got delivered today i.e *st may around * pm. on opening the packet, the phone was missing and instead, a vim bar soap and a bike spare part(ballast for motorcycle) made of plastic was found. as a precaution, i have taken images while opening the box which i am sending to you. the details are as follows: order number- **************** imei *: *************** imei *: *************** sn: *****/********

response by the company

hello anish, greetings from mi india customer support. my name is smarak. i understand that you have not received the order as per the order and have received the said items. i share my sincere apologies for the kind of inconvenience that has caused to you. i will surely assist you in this regard. thanks for submitting us the relevant snapshots required as per our requirement. i will definitely assist you in this case. as the product is not received , i am escalating the case to the concerned department and i assure you that they will get back to you with an update soon and see that the issue gets resolved at the earliest. i have raised a complaint for you now and please make a note of the incident id for this interaction: ******-******. you will receive a callback by our team between *:** am and *:** pm tomorrow. you can also quote this incident id in the future for any further help on this case. you will receive an email after ** hours asking for your feedback. please do not forget to share feedback with us. your feedback will help us improve our services. thanks for intimating the issue to us. have a good day. regards, smarak mi india customer support website: www.mi.com/in facebook:https://www.facebook.com/xiaomiindia/ web chat service:http://www.mi.com/in/service/online hotline: **** *** ****
second mail sent to the company on *th may ****

i am not at all satisfied with your response. i have purchased this mobile with my hard earned money and now i feel cheated. if my issue is not solved, i will be forced to take legal action. u being a reputed company must have technology to trace the mobile through imei numbet and also can block the imei number so that the phone becomes unusuable. please do the necessary things and solve my issue as soon as possible. thank you

response by the company for the second mail

dear anish singh, thank you for contacting mi india email support. we have received your email and our customer service team will be responding to you soon. you may also refer to our faqs at http://www.mi.com/in/service/ please note our working hours are * am to * pm indian standard time. sincerely, mi india customer service website: www.mi.com/in hotline: ****-***-****

third mail sent to the company on the same day i.e *th may ****

since *st may, i am waiting for my issue to be solved. i have given all the required photos, imei numbers and order number. is it so difficult to trace the mobile through imei numbet and to block the imei number so that the phone becomes unusuable? instead of solving my issue, i got this mail- "this mail is in regards to your order no ****************. we have investigated from our end and found that the product was delivered in intact condition. hence, we will not be able to process the request. please note that this case will now be closed." at last i just wan't to say that, if mi feels that the customer is cheating, mi can easily take legal action against me/customer. plaease look into the matter as soon as possible. ** days has already gone.

response of the company on *th may **** for the third mail

hi anish, thank you for contacting mi india support. my name is syed. this mail is in regards to your order no ****************. we have investigated from our end and found that the product was delivered in intact condition. hence, we will not be able to process the request. please note that this case will now be closed. if you have any other queries, please feel free to contact us. sincerely, syed. mi india customer support website: www.mi.com/in facebook:https://www.facebook.com/xiaomiindia web chat service: http://www.mi.com/in/service/online hotline: ****-***-****

*th mail sent to the company on **th may ****

sir/mam as per the law, i should give ** days time to mi for solving my case. on date ** of may ****, i have send a mail to mr manu kumar jain( managing director mi) giving details about my issue and time frame to solve my issue. on the same day i.e **th of may, i received a call from your customer care stating me to wait for ** hours for further update. since then, * days have passed without any update. this is to remind that, i will be filing a case in consumer forum on **th may **** if my issue is not solved within the given time frame. the case id for further use is- ******-****** thankyou anish singh

response of the company on **th may ****

hello anish, greetings from mi india customer support. my name is naga. i understand your concern that you have not received the device in your order. i know how important it is for you to resolve the issue. i will help you with this. i would like to inform you that our team is already investigated and found that the product was delivered in intact condition. hence, we will not be able to process the request. if you have further queries please don't hesitate to contact us.we will be glad to assist you further. you will receive an email after ** hours asking for your feedback. please do not forget to share feedback with us. your feedback will help us improve our services. thanks for being a valued customer. have a great day. sincerely, naga mi india customer support website: www.mi.com/in facebook: https://www.facebook.com/xiaomiindia web chat service: http://www.mi.com/in/service/online hotline: ****-***-****

mail sent to the company on **th may ****

notice before filing consumer complaint dear sir, i would like to put forth the following facts for your kind consideration. *. i ordered a redmi note * (**gb) phone from redmi store, bangalore, online, on **/*/****. i received the parcel from fedex on */*/**** at my office at around *:** pm. i did not find the seal to be tempered so i signed the delivery receipt. i brought the parcel to my desk and opened it in the presence of three colleagues and on opening the parcel and the phone box inside i found a vim bar soap and an old plastic bike part instead of the phone. however, there was a bill and an invoice slip. *. the details of my orders and the product, as per the slip are as follows: order number- **************** imei *: *************** imei *: *************** sn: *****/********
*. i called up the redmi store customer care number-**** *** ****, immediately. the customer care representative advised me to write a complaint email with some photos of the parcel clicked from different angles. accordingly, i send an email with all the details and photos at service.in@xiaomi.com. there was some correspondence with customer care team through emails as well as phone calls in the following days. i was assured that the team at customer care will investigate the matter and my phone will be replaced shortly. i was given case id ******-******. *. on */*/**** , i received an email from the customer care informing me that they cannot help me as they have not made any mistake on their part and that they are closing the case. i send an email again demanding my phone or refund of the total amount paid for the phone and i also informed them that i shall be compelled to take legal action against the company. i called up the customer care number too but i did not get any response from them. *. sir, i feel totally cheated and harassed by the insensitivity and negligence on the part of your company and customer care team. i know my rights as a consumer and your responsibility as a dealer. *. sir, i request you to ensure that either i get refund of full amount with, deliver my phone within ** days, else i will file a complaint with the consumer forum. the consumer complaint will be at your company’s cost, and i will seek compensation for the mental agony caused due to the deficiency of your company’s services. yours truly, anish singh lima aier hr. secondary school lengrijan, dimapur . ****** contact- **********

response of the company on **th may ****

dear anish, greetings from mi india customer support. my name is sudeep. i understand your concern regarding missing device for your order ****************. i am really sorry to see you in such situation. as per our records, i see that there is a delay in our process. hence, i extend my sincere apology here. i have personally gone ahead and discussed with the team to provide you a resolution here. i assure that your complaint will be handled in a strict and serious way. we take full responsibility for the inconvenience and we will take action to resolve the issue as soon as possible. you will receive an email after ** hours asking for your feedback. please do not forget to share feedback with us. your feedback will help us improve our services. thank you for raising this matter and giving us an opportunity to perform even better. regards, sudeep mi india customer support website: www.mi.com/in facebook:https://www.facebook.com/xiaomiindia/ web chat service:http://www.mi.com/in/service/online hotline: **** *** ****

response of the company for the same mail

hi anish, thank you for contacting mi india support. my name is syed. this mail is in regards to your order no ****************. we have investigated from our end and found that the product was delivered in intact condition. hence, we will not be able to process the request. please note that this case will now be closed. if you have any other queries, please feel free to contact us. sincerely, syed. mi india customer support website: www.mi.com/in facebook:https://www.facebook.com/xiaomiindia web chat service: http://www.mi.com/in/service/online hotline: ****-***-****
mail sent to the company on **rd may ****

to, xiaomi redmi store, bangalore sub: reminder of the notice sent before filing case in consumer forum. dear sir, in reference to my earlier complaint about receiving a vim bar soap instead of the phone, i have only received assurances from your company so far. i had given a deadline of ** days on **/*/**** for settlement of my complaint and make good of my loss. however, it appears that your company is deliberately trying to avoid its responsibilities towards an aggrieved consumer/customer. as we are nearing the deadline for the settlement of this case, without any action from your end, i am compelled to remind you that i am considering filing a consumer complaint against your company for cheating and fraud and seek redressal under consumer act **** and seek damages for mental harassment as well. i am also planning to raise this issue with the ministry of consumer affairs, govt of india, through social media and other available platforms. my complaint is absolutely genuine and i have eye witnesses who are ready to testify in any court of law. if needed i may even file a civil suit against your company. sir, this is my earnest appeal to you to either refund my money or send my phone without further delay as i am an aggrieved and honest consumer who also knows legal recourse to address his grievance. (with attachment of previous mail) yours sincerely, anish singh contact- **********
response by the company on **rd may **** dear anish, greetings from mi india customer support. my name is sania. i understand your concern regarding main product missing. i know how important it is for you. i will assist you with the same. i would like to inform you that as our team has updated that they are investigating on your case and they will get back to you as soon as possible. i request you to kindly wait. if you have further questions, please don't hesitate to contact me. i will be glad to assist you further. you will receive an email after ** hours asking for your feedback. please do not forget to share feedback with us. your feedback will help us improve our services thank you for being a valued customer. have a great day…!!! sincerely, sania mi india customer support center website: www.mi.com/in facebook: https://www.facebook.com/miindiaofficial#!/xiaomiindia web chat service:http://www.mi.com/in/service/online hotline: ****-***-****
the last response by the company on **th may **** dear anish singh, greetings from mi india support. the case id for the recent interaction you had with us is ******-******. please quote this number in the future if you need any more help on this. it will be of great help to us if you could take some time to provide us with your valuable feedback. the survey will only take * minutes of your time and will help us improve the quality of our services. please click the button below to start the survey. thank you for your time and participation. regards, mi india