Last year, the problem of Xiaomi 11 series burning Wi-Fi was boiling, and Lei Jun also admitted at the Xiaomi 12 series conference, "This year is the year in which he has been criticized the most by rice noodles."
Regarding the complaints about the Xiaomi Mi 11 WiFi problem, there have been more than 2,000 complaints on the black cat complaint platform. The Xiaomi Mi 10 and Xiaomi Mi 12 series have only more than three hundred
Under the strong voice of users, Xiaomi announced the new after-sales policy of Xiaomi 11 series in August last year. This policy replaces the Xiaomi Mi 11 series users with the first Time Wi-Fi module burns out, and the new machine enjoys a 7-day fault return, one-year warranty and half-year extended warranty. If the Wi-Fi module still fails on the new machine, you can request another machine change or refund.
That is to say, during the extended warranty period, if there is a WiFi problem, you can still choose to return and replace the machine.
However, ZAKER Technology recently found that Xiaomi is suspected of recently updating the extended warranty policy, and the Xiaomi 11 series can only be repaired during the extended warranty period, and no longer supports the replacement and refund of the whole machine.
Xiaomi secretly changed the extended warranty policy?
Some Xiaomi 11 users uploaded several screenshots of communication with Xiaomi customer service, and Xiaomi customer service said that "5-5 (May 5) has a new policy, and it can only be repaired for free during the extended warranty period, and it cannot be replaced."
ZAKER Technology asked with "the mobile phone is in the extended warranty period Wi-Fi module is damaged, whether it can be replaced", Xiaomi customer service transferred the mobile phone high-end customer service replied that "you can change the material" (repair).
Finally, ZAKER Technology asked if the half-year extended warranty can only be repaired? Xiaomi customer service gave a positive answer.
ZAKER Technology found the detailed provisions of the Xiaomi Mi 11 Series Extended Warranty Service Policy, one of which shows:
(8) Your mobile phone can enjoy multiple free repairs of quality problems within the validity period of this guarantee service (180 days), and does not provide replacement service.
ZAKER Technology asked Xiaomi to verify whether the modification of the extended warranty is true, and has not received a reply as of press time.
Why is the new extended warranty policy not made public?
It is worth mentioning that when the extended warranty policy was announced in August last year, Xiaomi had released it through a number of official channels, including the official Weibo of Xiaomi mobile phones and the Xiaomi community. However, the new policy of extending the warranty of "canceling the replacement" has not yet seen any official Xiaomi account released.
The defect of the Xiaomi 11 series Wi-Fi module failure has been fermented for nearly a year, but it still continues to sell, and after the price reduction some time ago, Lei Jun continued to sell on Weibo.
The extended warranty policy announced in August last year helped the Xiaomi 11 series to save a certain reputation, but according to the current user feedback, most of the new Xiaomi 11 series users do not understand that the extended warranty policy has changed.
For those users who choose the Xiaomi 11 series for a better extended warranty policy, this change is obviously very different from the previous commitment, so it may put Xiaomi on the cusp of the storm again, which may be one of the reasons why Xiaomi is reluctant to disclose it.
Why the sudden change?
Xiaomi did not announce the reason for the modification of the after-sales policy, ZAKER Technology asked Xiaomi for verification, as of press time, it has not received a response.
Preliminary speculation may be related to the deliberate use of the extended warranty policy, and there are two previous news that may corroborate it.
On April 14, the "Zhengding Public Security Network Spokesperson" posted on Weibo that it had cracked down on a criminal gang that used the mobile phone replacement policy to carry out fraud, involving an amount of more than 1 million yuan.
Subsequently, on April 19, "Xiaomi Brand Security" posted "Science Popularization" on Weibo [Teaching Criminal Methods], implying that the act of artificially damaging the Wi-Fi module to deceive the whole machine replacement is touching the law, and the method of teaching damage to the Wi-Fi module is also illegal.
When the digital blogger "Sleep In the Afternoon" forwarded Zhengding Public Security's Weibo, the post also called "Xiaomi Brand Safety" was related to the case.
Another example is that in the latest "Xiaomi 11 Series Semi-annual Extended Warranty Application" provision, it is marked in bold that "if it involves defrauding improper benefits through accidents, the company (Xiaomi) reserves the right to pursue the legal liability of the user."
Previously, Apple has also been maliciously exploited by scalpers because of the replacement policy, and modified the after-sales policy in the Chinese market. It is unclear whether the Xiaomi 11 series has modified the extended warranty policy for a similar reason.
But in any case, for those new users who only purchased the Xiaomi 11 series after the announcement of the extended warranty policy in August last year, Xiaomi should publicly inform this.
Produced by ZAKER Technology
Text / Intern Chen Zejun
Editor / Fan Liu