Name of Complainant	Girish
Date of Complaint	May 30, 2023
Name(s) of companies complained against	Xiaomi
Category of complaint	Mobile Phone
Permanent link of complaint	Right click to copy link
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I am writing to lodge a formal complaint against Xiaomi(Redmi) regarding their refusal to address and repair the front camera issue on my Redmi Note 10 Pro, which ceased functioning immediately after a software update released by the company. I would also like to bring to your attention a tweet by Redmi Support India, dated [Date of Tweet], which contradicts their current stance on resolving similar issues.

I purchased the Redmi Note 10 Pro on [Date of Purchase] and have been a loyal customer of Redmi products for several years. On [Date of Software Update], I updated the software on my device to the latest version provided by Xiaomi(Redmi). To my dismay, the front camera stopped working entirely following this update.

I promptly visited the authorized service center seeking assistance. However, they informed me that they could not address the issue without charge due to the elapsed warranty period even though the damage was caused by the update I got recently. They further advised me to contact Redmi’s customer service for potential resolution.

Upon contacting Xiaomi(Redmi)’s customer service, I was disheartened to learn that they were unable to intervene or provide a solution as the service center holds the authority to make decisions regarding repairs and warranty claims.

During my pursuit for a resolution, I came across a tweet from Xiaomi(Redmi) Support India, link – https://twitter.com/RedmiSupportIN/status/1569336306509160448, which stated that they would “gladly assist” customers facing similar front camera issues after the software update. This tweet directly contradicts the response I received from the service center and customer service, wherein both denied responsibility and declined to provide a resolution.

I kindly request your intervention and impartial assessment of this matter, taking into consideration Redmi’s contradictory statements and the tweet mentioned above. It is clear that Redmi has acknowledged the existence of front camera issues caused by their software update, indicating their awareness and willingness to assist affected customers. Therefore, it is only fair that they extend the same assistance and resolve the issue with my Redmi Note 10 Pro without imposing any additional charges.

I have enclosed copies of the relevant documents, including the purchase receipt, communication with Redmi’s customer service and the service center, and a printout of the tweet mentioned above, for your reference. I am willing to provide any further documentation or evidence required to support my case.

As a consumer, I trust in the consumer court system to protect the rights of customers and ensure equitable treatment by companies. I sincerely hope that this complaint will initiate a thorough investigation into Redmi’s practices, considering their contradictory statements, and compel them to address the issue promptly and fairly.

Thank you for your attention to this matter. I eagerly await a resolution that upholds consumer rights and holds Xiaomi(Redmi) accountable for the damages caused by their software update, as well as their previous commitment to assist affected customers.

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