Xiaomi Introduces New 3-Layer Escalation Matrix System to Address Customer Complaints

Xiaomi said that the grievance redressal process is designed to ensure that customer concerns are acknowledged, investigated and resolved promptly.

  1. Xiaomi has launched a new grievance redressal system to solve customer complaints in India.
  2. The new 3-level escalation matrix involved the office of the company’s president in India.
  3. Customers need to download the Xiaomi Service+ app to register or track a complaint.

Xiaomi has announced a new escalation system to handle customer queries and complaints in India. The popular smartphone brand has introduced a 3-layer escalation matrix to address customer issues regarding Xiaomi and Redmi smartphones and other devices in the country. The new customer grievance system also includes the company president’s office, which, if required, will intervene in the matter and help find the best possible solution to a customer’s query or complaint.

The new grievance system comes in place at a time when Xiaomi is celebrating its 9th anniversary in India. Let’s take a look at more details about the Xiaomi 3-level escalation matrix and how it can help customers in India.

Xiaomi 3-Level Escalation Matrix: What is it and How Does it Help Customers?

Xiaomi has introduced its new 3-level escalation matrix in India for customer query and redressal. The system also includes the intervention of the company’s top executives if need be. The company said that the grievance redressal process is designed to ensure that customer concerns are acknowledged, investigated and resolved promptly.

The company has a wide service network in India. Customers who have any issues with their devices can head to the nearest Xiaomi service centre. Alternatively, 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.

The system has three levels. At the bottom is the Grievance Desk, which accepts customer complaints and queries and works on them. Xiaomi says that once the grievance is 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, or if the customer is not happy with the experience, the complaint is forwarded to the Head of Customer Service. At this stage, customers can expect a response within 24 hours.

If the issue still persists or has not been resolved within the designated time frame, it will be automatically escalated to the Office of the company’s President. Customers can expect a response within 12 hours.

The new grievance redressal system will likely be appreciated by customers in India, considering the top management’s office is involved in addressing their concerns. Customers can track the status of their complaints on the Xiaomi Service+ app.

Also Read: Xiaomi 13 Pro Review: A Camera Marvel

The popular Chinese smartphone company has had a rough road lately due to various legal matters. On the other hand, it reportedly lost its number-one smartphone company spot to Samsung as well. Customers of some Xiaomi and Redmi phones have also complained about their devices not working after an update.

The company recently confirmed that it will provide additional warranty to Redmi Note 10 Pro series and Poco X3 Pro users whose devices stopped working after the motherboard stopped working following an update. Also, there is an upgrade option for affected Mi 11 Ultra users, who can upgrade to the Xiaomi 12 Pro for free. Alternatively, those who want the latest Xiaomi 13 Pro can get it for Rs 30,000.