Xiaomi is being penalized for mischarging a customer. Reportedly, a Xiaomi service centre in Bengaluru charged a user for some repairing a device that was still under warranty. A city consumer court has pulled up the service centre, and ordered it to refund the phone’s full cost to the customer, apart from litigation expenses. BGR India has reached out to Xiaomi to know more about the case.
The user, Madhusudan, bought a Xiaomi Redmi 2 on March 24, 2015, at a price of Rs 6,999 on Flipkart. On October 8, the user realized the phone’s display had gone blank, though he was able to receive calls and the handset was vibrating. That’s within seven months of the device’s purchase.
Madhusudan decided to get his device checked at TVS Electronics Ltd in Koramangala, which is an authorized Xiaomi service centre. The representatives there informed him that the screen of the device was damaged, and will be replaced at a charge of Rs 2,550, GadgetsNow reports. He agreed to the repair, and asked for the screen to be replaced.
Two days passed, and he apparently received another call from that service centre’s executive who told him that the motherboard of the device was also damaged. The executive suggested that instead of spending the money on the repair of the motherboard, he might as well purchase a new phone, which will be equivalent to the cost of fixing.
That ticked Madhusudan off and he demanded that the centre offer him service as per the warranty or a full refund for his handset. When his demands to the service centre and emails to Xiaomi yielded no response, he approached the District Consumer Disputes Redressal Forum, Bangalore Urban, against Xiaomi and the service centre on October 15, 2015.
His case went on for two years in the court, wherein Xiaomi insisted the damage to the phone, including problems with the motherboard, was induced by the customer and couldn’t be covered under warranty as per policy. Xiaomi’s counsel also presented documents on limited warranty (one year for hardware and six months for battery, charger and other accessories) on the company’s products.
However, in January, 2018, when the case finally reached its last lap, the consumer forum pointed out that the cellphone was under one-year warranty when the issue occurred but the Xiaomi service centre illegally collected repair charges, which is an unfair trade practice. The judges said that when the complainant is entitled to free repair/replacement of the phone, suggesting him to buy a new handset clearly amounts to deficiency of service on the part of Xiaomi.
In its final verdict, the court reportedly ordered Xiaomi and TVS Electronics Ltd to pay Rs 10,999 to Madhusudan, including a full refund for his damaged handset.