MI Customer Care Chat

Am putting this chat here for you guys to know how you are taken for a ride in a chat with customer care...

Some concerns answered, main concern left uncertain... I had to wait for almost 30 minutes before anyone came online to chat with me, no indication of wait time nor courtesy of acknowledging the wait time.  If their policy is not to exchange phones, they should not given me the exchange coupon.  If you read the full transcript, you will also realise how you a valid customer is taken for a ride.

2. Welcome to Xiaomi, India's No.1 smartphone brand. My name is Manmeet. How may I help you?
3. Hello. How may I help you today?
4. I am experiencing silence from your end at the moment. Please let me know if we are connected.
6. hi
7. sorry
8. was here for a very long itme
9. time
10. thought you guys forgot
11. Hello. How may I help you today?
12. just checking if you are not a bot
13. can I
14. ?
15. Yes please.
16. how many nos in indian mobile phone including country code
17. Please elaborate your concern.
18. you are a bot
19. NO
20. I am human.
21. answer the question so that I know that I am not wasting my time
22. how many nos in indian mobile phone including country code
24. come on
25. I would inform you that as I am agent here and I will help you to solve your issue related to Xiaomi only.
27. OK then tell me what how many variants of phones are under MI website under MI Phones tab
28. Please be assured you will definitely be assisted. I will surely guide you on this.
29. For verification, may I have your full name, email ID and mobile number?
31. if I should give you my verification details
32. I should get some verification details from you also right??
33. see I have wasted a lot of time here chatting with bots
34. hope you understand
35. As under MI phone tab there are 3 models listed
36. Which are MI 10, MI alpha, MI A3.
38. good thank you
39. awesome now I trust you
40. OK
41. my number is 9845031413
42. I login to your MI website with 9845031413
43. sorry pdschandra@gmail.com
44. Please share your concern.
45. So that I can help you in a better way.
46. OK
47. I have a Redmi 3S which is hanging at the boot state
48. it is not letting me go beyond adding my mi account
49. so I thought of getting it serviced
50. your on ground service centers have wait line of 6 days
51. As understand that you are facing issue with your Redmi 3S device and you want to repair it...right?
52. Additional Settings after reset is the last page it lets me to go
53. yes that is the primary concern
54. but after the Additional Settings setup it says
55. May I have the screen shot of that screen please where you are getting error?
56. Unfortunately, Provision has stopped
57. I can not take screen shot
58. but can take a picture and send
59. Okay no issue.
60. Please once confirm your device is in boot state and not working after that.
62. yes
63. 
64. 
65. sorry sent it twice by mistake
66. and am chatting with you from laptop
67. Okay.
69. now what to do?
70. May I know since when you are facing this issue on your device?
71. from last week,
72. Okay.
73. May I know have you done any troubleshooting steps to solve this issue?
74. I just want to know if you guys have withdrawn support for the phone?
75. Apart from restarting I can not do much for this error right?
76. Yes exactly.
77. If you have done the reset of your device and you are facing same issue then you need to visit the service center with invoice and get the device unlock and checked there.
79. oh that means you have stopped support for 3S?
80. and hence the error?
81. I would inform you that as online we are not able to check the device physically and unlock it by password or mi account.
82. You need to visit the service center after taking an appointment and diagnose your device there.
84. no it is not locked, its just not booting beyond a point
85. my gosh you want me to wait for 6 days for this? I went today to get appointment, but the nearest appointment was far away
86. any way, I dont want this phone
87. OK related issue, I was tired of it and then went for MI exchange and tried to buy Note 8 Pro, and it says you can not exchange
88. sending you the screenshot
89. Yes as online we are not having exchange option available as it is temporarily stopped due to Covid 19 situation.
90. 
91. then what do I do with the exchange coupon? can I go to the store to use it?
92. I am really sorry for that as exchange coupon will not be applicable online as it is stopped temporarily and it can also not possible to exchange it offline.
93. You need to visit the store and check for the exchange offer is available or not.
95. you can not tell me about MI stores?
96. you are working with MI cant you check for me?
97. Sure.
98. thanks, waiting to hear
99. I would inform you that as for MI homes you can check the address from: https://www.mi.com/in/service/mihome/
100. If it is available and open in your location you can visit there.
102. the mi home number for bangalore is switched off
103. Okay.
105. call centre is useless, I waited for an hour here
106. So in that case please try after sometime as we have only this number available.
108. my god, how can you let people hang like this ya?
109. we are your customres
110. and with all this anti china sentiments you should be more proactive to customers
111. I do understand your situation right now.
113. do you?
114. As I have provided you the information which is updated on our website for the MI Homes.
115. and I spoke to the chennai number, please tell next customer who asks you this question, exchange coupon is valid only online, not in store
116. helping you to actually understand my situation
117. As I have also provided you the information that exchange coupon cannot be used offline.
118. I am really sorry for that as exchange coupon will not be applicable online as it is stopped temporarily and it can also not possible to exchange it offline.
120. no you asked me to check myself ya
121. And it can also not possible to exchange it offline.
122. then why issue the coupon?
123. isn't that wrong?
124. I would inform you that as you can generate exchange coupon any time and it is valid till 14 days and after that it will expire.
125. And if in future exchange is available online you can regenerate the coupon and place the order through that.
126. you promise that MI will let me use the coupon within 14 days on mail?
127. I can not regenerate coupon for same phone twice, that is locked in your website
128. I am really sorry for that as we cannot assure you that it will be started within 14 days or not as you can regenerate the coupon again if your first coupon is not used.
129. If it is used then you cannot regenerate again for the same device.
131. no sir, it wont let me regenerate, I lost one exchange coupon of 2000 odd rupees
132. and it was unused
133. OK can you please confirm that on mail?
134. I am really sorry for that as we are not authorized to share email for the same as this is chat support.
135. But you can drop an email for the same.
136. Our official email Id is service.in@xiaomi.com
138. hmmm
139. And once our team receive you email you will get revert within 24-48 hours.
140. OK...
141. so this chat and both our time got wasted...
142. nothing got solved...
143. FYI I have already sent the mail
144. Okay so I request you to please wait for the revert from the team and you will get all the information related to that.
145. OK
146. Thanks for nothing...
147. I am really sorry for the inconvenience you faced.
148. But I have provided the information which is correct and available with us.
150. I provided you with information sir
151. and this will go on my blog
152. But I have provided the information which is correct and I do not want to share any wrong information with you due to which you face any issue in future.
154. Any way I am in issues which you guys do not want to be solved...
155. Covid or Novid...
157. But thanks for your time...
158. I hope you value our time too, sometimes
159. Yes we are always here to help you with the correct information as this is our first priority.
160. if you can deliver a new phone, whats the harm in exchanging old phone?
161. wont your delivery representative get infected while delivering?
162. Yes I understand that but exchange service is not handled by MI.com as it is handled by Ekart and currently Ekart is not accepting exchange offers from mi.com
163. As we are already taking precautions and we also avoid intact delivery and deliver the order contact less.
165. OK
166. In this case you should have stopped issuing the exchange coupons right?
167. As we are following the precautions as mandate by the government.
168. Yes as for that as I have taken your valuable feedback and will for sure share it to the supervisor.
170. so following the precautions you should not have given exchange coupon is what I am trying to say
171. Yes please do not worry about that as I have taken this feedback and will for share this further to the team.
172. I do understand that you want to say stop generating the exchange coupon until exchange offers start.
174. yes, its such a let down for a die hard MI fan...
175. I am really sorry for the inconvenience you faced please do not worry, I have taken your feedback and share it to the supervisor so that they can highlight the same and work on it
176. been only buying MI phones since Xiaomi MI-1s
177. 
178. Great to hear that.
180. I have got you more than 1000 new customers...
181. and now this happens to me
182. I do understand that, if I were at your place I will also felt the same.
183. Yes please do not worry about that as I have taken this feedback and will for share this further to the team.
184. [System] Haven't heard from you for a while, do you have any further questions?
186. I have, but no use... so NO
187. Thank you for being co-operative and understanding customer.
188. For answers to commonly asked questions, please visit https://www.mi.com/in/service/help/ and you can also stay connected with MI store mobile application for further updates.
189. Is there anything else that I can assist you with?
190. [System] Haven't heard from you for a while, do you have any further questions?
191. 【System】We are very sorry but we haven't heard back from you for a while and we are going to end this conversation. Please get in touch with us again if you need more help. Have a nice day! 【System】