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In September 2021, this website reported that "Xiaomi 11 encountered a "collective complaint" A number of experts called on enterprises to recall the mobile phones involved" caused concern. Since then, a number of consumers have complained to this network one after another around the quality of Xiaomi 11 and after-sales service, which has continued until the end of the year, and some models of Xiaomi 12 have been released, or some complainants hope to solve the quality problems of Xiaomi 11 as soon as possible.
complaints
Consumers said that old screenshots and scratches appeared on the new phone
Mr. Wu, a consumer, reflected to this website that the xiaomi 11 purchased had quality problems many times. Mr. Wu said that in November last year, he found that his mobile phone had quality problems and the WiFi module was damaged. Contact the official after-sales service, after-sales testing to give a new. A few days later, Mr. Wu got his new phone and found two screenshots of May 14 in his phone, and found that there were scratches in the frame of the phone (there was a seal), and he also said that he felt that the packaging and appearance of the mobile phone when it was just unsealed did not look like a new machine. Mr. Wu questioned whether it was a refurbished machine and immediately called customer service, which denied and asked Mr. Wu to go to the after-sales test and issue a report.
Courtesy of the complainant
Mr. Wu said that after the after-sales test and issued a fault report, he called the customer service again to apply for a refund for 7 days, "The after-sales customer service told me that I would not give a refund because I purchased it at an authorized store." Later, he told me that he had communicated with the authorized store that no refund was available." He said that he contacted the authorized shop afterwards, but the authorized shop told him that no customer service had contacted him before.
Data loss is difficult to compensate consumers helpless to protect their rights
Another complainant told this website that in May 2021, the Xiaomi 11pro 12+256GB was purchased, and after 5 months of use, the black screen on October 19 could not be turned on. In the afternoon of the same day, I went to the Xiaomi after-sales service center, and after testing that the motherboard was burned, all the data in the mobile phone was lost, and Xiaomi said that it could not retrieve or compensate for the lost data, only to replace the new machine, and could not be returned. "Five or six thousand bought mobile phones used for only five months, there is such a serious vicious quality problem, and it is not a case, after understanding that a large number of Xiaomi 11 series mobile phones have the problem of motherboards and WiFi modules being burned, resulting in many people losing data, and many people have repeatedly appeared the same problem in the short term after replacing the new machine once or twice, I don't know whether to replace the new machine or the refurbished machine? This makes it impossible for me to trust the quality of my Xiaomi phone anymore. ”
The complainant said excitedly: "More important to me than the mobile phone is the data stored in the mobile phone, and this quality problem has led to my personal data being completely unsafe." And the Xiaomi after-sales service process takes too long, which seriously affects my work and life, and I can't and don't have free time to go to Xiaomi after-sales to change the phone again and again. Why do consumers pay for the quality of Xiaomi mobile phones? ”
Another consumer said in the complaint that the xiaomi 11 phone purchased had problems several times. Black screen shutdown, burning the motherboard, resulting in its mobile phone data can not be recovered, although the phone in the warranty period, Xiaomi after-sales said that the mobile phone quality problems can issue an official test report, provide a replacement machine, but the consumer said that it is unacceptable, because although the mobile phone was replaced, but the data is gone, and Xiaomi can not guarantee that the new opportunity to replace will not have a problem again. The consumer also said that people in the same situation as him have formed a rights protection group, "the lost data is generally something that is particularly precious to him, priceless assets, how to protect the rights of consumers?" ”
On August 6, 2021, Xiaomi announced the solution to the problem of Xiaomi 11 series products
In addition, there are consumers who say that after the updated version of Xiaomi 11 used, there are frequent inexplicable shutdowns, stuck restarts, and customer service communication with the e-commerce platform for sale that the door-to-door pickup return to the factory for maintenance or 50% off recycling, and xiaomi customer service contact after testing is the motherboard problem can only be repaired can not be replaced. Another person complained that the Xiaomi mobile phone was suspected of battery bulging after repairing and replacing the battery, but this time Xiaomi after-sales said that the re-maintenance needed 220 yuan at its own expense. He believes that Xiaomi did not completely solve the quality problem of the mobile phone in the first maintenance, and let consumers pay for the repair after the quality problem appeared again, which is a fraudulent consumer behavior.
For the situation that the complaint of Xiaomi 11 is still high, China Quality News Network once again sent an interview letter to Xiaomi Company, and there was no substantive reply as of press time.
expert
Xiaomi often entrusts third-party factories to produce product quality is difficult to control
For the above complaints, Liang Zhenpeng, a special expert of China Quality News Network and a senior industrial economy observer, analyzed that there are quality problems in the Xiaomi 11 series mobile phones, which also aroused public concern last year. In fact, many of Xiaomi's mobile phone products are entrusted to third-party factories, and Xiaomi is a hollow operation of the Internet enterprise. This hollow operation mode has led to its products being prone to problems in terms of process quality, quality management, product reliability management, and quality control.
When it comes to the problem of data loss caused by consumers due to mobile phone quality problems, he believes that the Consumer Rights and Interests Protection Law has clear provisions, and if product quality problems lead to consumers suffering losses, manufacturers need to compensate. "Data loss is the result of the loss of the consumer's own property. According to the relevant provisions of the Law on the Protection of Consumer Rights and Interests, if the personal or property damage caused by the defect of the goods may claim compensation from the seller or the producer. In this case, due to the quality problem of Xiaomi mobile phones, data loss is caused, causing damage to consumer property, and consumers can claim compensation. ”
For the problem of refurbished machines, Liang Zhenpeng said that although it cannot be confirmed whether consumers complain about whether the new machine replaced is a refurbished machine, in the mobile phone industry, many consumers have bought mobile phones for a short time to produce quality problems If they are still within the three-guarantee period, when replacing or returning, manufacturers generally will not destroy this mobile phone. The vast majority of manufacturers are returning the mobile phone to the factory to repair it and sell it to consumers for the second time, which is a common practice in the industry.
He stressed: "If the consumer can confirm through relevant evidence that the replaced mobile phone is a second mobile phone, then this is fraudulent, because the relevant manufacturers have not told the consumer truthfully, and have not explained to the consumer that this is a refurbished machine." Consumers are entitled to make a claim. ”
lawyer
If it can be proved that the product quality problem is due to its own defects, the manufacturer should be recalled
Wang Nana, special legal counsel of China Quality News Network and lawyer of Shanghai Huaxia Huihong Law Firm, told this network that for the large-scale quality problems of Xiaomi 11 mobile phones, if it can be proved that it is caused by the defects of the product itself, then the manufacturer should recall the series of products in accordance with the relevant provisions of the product quality law.
For consumer complaints that the merchant promised to replace the new machine but questioned whether it was a refurbished machine, Wang Nana said that if the manufacturer replaces it is confirmed to be a second-hand old machine, it constitutes fraud, and consumers can complain to the market supervision department. However, Wang Nana also said that compensation for data loss due to product quality problems has not been supported by relevant legal provisions at this stage.
In the earlier report of this network, some insiders said that with the intensification of competition in the mobile phone market, spelling styles and functions have become an important means for manufacturers to compete for the market, which has also prompted manufacturers to shorten the research and development and test cycle, and also gradually increased the quality problems in the mobile phone market. Once there is a product design defect problem, mobile phone recall is the most effective means.
survey
Recently, online complaints continue to be made
China Quality News Network found through the online query that the problems arising after the replacement of Xiaomi mobile phones are not only on the complaint platform of this network, but also on other network platforms.
On the black cat complaint platform, a consumer said that after replacing the new machine with accident insurance in December 2021. The new phone has a very poor battery life and a serious fever. It was suspected that the refurbished machine was replaced instead of the brand new machine promised by customer service at the time. Checking the Xiaomi Mi 11 online has many hidden dangers. And it is a design flaw, after seeing a lot of cases to ask for a refund. "The Problem with the Xiaomi Mi 11 is not unique, but you still haven't recalled the product."
Image source: Black Cat Complaint
There are also complaints that since December 13, 2021, the mobile phone began to appear black screen, frequent black screen, sent to the Xiaomi repair point on the same day, received the repaired mobile phone on December 16, but only within an hour there was a black screen.
Some consumers said: "Xiaomi 11 WiFi can not be used, quality problems, has appeared for the second time this problem." Xiaomi Mi 11 due to thermal design problems, resulting in screen burning phenomenon; after booting the motherboard failure, the motherboard burned, mobile phone wifi, hotspot function damage. ”
In addition, other Xiaomi products, such as some models of Redmi mobile phones, have also been complained about due to quality problems. In terms of black cat complaints, as of press time, the cumulative number of complaints has exceeded 29,000.
Text Editing/Eight Rains
Art Editor/Mizukawa
Source/ China Quality News Network