Xiaomi has officially announced the arrival of the new escalation system to attend number of queries and complaints. This new system will help consumers to address customer issues regarding Xiaomi and Redmi smartphones and other devices in the country.
Xiaomi recently celebrated its 9th anniversary. Xiaomi already covered a huge market in smartphone and smart products. Customers who have any issues with their devices can head to the nearest Xiaomi service centre. Also, they can download the grievance redressal form via the Mi Store app, mi.com, or Xiaomi Service+ app to make use of the new 3-level escalation matrix.
Xiaomi 3 Layer Matrix System
You will get three steps to follow, at the bottom you will get Grievance Desk, which accepts customer complaints and queries and works on them. Once the Grievance desk received, the team will begin investigating the issue and work towards finding a suitable resolution within 48 hours.
If there is no resolution within 48 hours, the complaint is forwarded to the Head of Customer Service. At this stage, customers can expect a response within 24 hours.
Meanwhile, if the problem still occurs and is not resolved within the designated time it will automatically be forwarded to the Office of the company’s President.
You will get response within 12 hours. Customers can track the status of their complaints on the Xiaomi Service+ app.