Mr. Wang once attracted attention when he purchased a Redmi MAX 98-inch TV and used a crane during installation. But after only 38 days, he embarked on the road to rights defense.
Recently, he and Xiaomi reached a settlement, Xiaomi returned the refund, and bore the crane cost.
Mr. Wang told Jiupai News that he is a self-media person with a certain number of fans and knows some Xiaomi insiders. After three years of defending rights, he finally had to use his personal relationships to solve the problem. "I'm thinking, if I am an ordinary user, how can I defend my rights when I encounter this kind of problem?"
In 2020, he spent 19,999 yuan to buy a high-end TV from Xiaomi, when Xiaomi officials posted Weibo with pictures taken by Mr. Wang, and Lei Jun also commented that "if you buy a 98 TV, you can't keep a low profile."
After 38 days of normal use, the TV has a glimpse screen in an area and a large area of dark spots. It said that the normal state of the TV is only about 55% of the overall time since the purchase. In 3 years, after 5 repairs, the problem still cannot be solved.
The Xiaomi flagship store shows that there are fewer reviews related to Redmi MAX 98 products, and it is not possible to confirm whether multiple consumers have encountered similar situations.
Mr. Wang said, "During the last maintenance in November 2022, I learned from the maintenance engineer that the same problem of the same model is common, and it is not limited to my case. ”
Upstream news reporters interviewed the public relations department of Xiaomi Group on this matter. The relevant person in charge said, "We have been communicating, there were some mistakes in our work before, and now after the problem is solved, he is still quite satisfied." ”
dialogue
[1] It was solved within a few hours after posting
Jiupai News: Where did you buy this TV? Why install with a crane?
Mr. Wang: On April 9, 2020, I officially placed an order for this 19999 Redmi 98-inch TV through Xiaomi.
Due to the oversized size of the 98-inch TV, I agreed with Xiaomi to help me find a crane and carry out the lifting operation 40 meters above the ground at my own expense of more than 2,500 yuan. It took more than a month from order placement to site survey to final installation.
Jiupai News: What are your expectations for this TV set?
Mr. Wang: I am the first batch of users in the country after Xiaomi entered the ultra-large-screen TV track. Xiaomi's previous TVs only cost a few thousand yuan, this is the first time to make a high-end TV, the price is as high as 20,000 yuan, I have high expectations for this TV.
Before I bought it, I had some concerns in my heart, but I looked at the parameters and screen size, and compared it with other brands, and I felt that this TV would definitely not be bad.
So when it first failed, I was really angry. It was never repaired and I was very disappointed.
Jiupai News: What was the first time something went wrong? How was it solved?
Mr. Wang: On June 20, 2020, this Redmi98 TV suffered a malfunction of regional splash screen and large area dark spots after only 38 days of normal use. I applied for after-sales warranty from Xiaomi for the first time, and after the engineer's remote assistance was invalid, after-sales said that it was waiting for the company's material accessories to arrive.
On July 2 of the same year, Xiaomi carried out the first door-to-door disassembly installation and replaced several panels on the back of the TV. After the power-on test is successful, the after-sales service is completed. Unexpectedly, in the early morning of the next day, the TV set again had a regional splash screen, and after feedback to the after-sales, the after-sales had to report to the leadership.
After 6 days, Xiaomi after-sales informed that the TV would be replaced. A few days later, the familiar crane, the familiar onlookers, and the familiar 40-meter broken window operation happened again.
Jiupai News: Was it the same failure and handling method several times later?
Mr. Wang: Yes. The same failure occurred again after 146 days, and Xiaomi once again had to replace the TV completely. Only 44 days after the switch, the same problem occurred on the TV.
I refused the third replacement proposed by Xiaomi, and after questioning the product design defects and unsuccessfully requesting a refund of one compensation and three, I found a friend at Xiaomi's Beijing headquarters, and with the assistance of friends, the manufacturer's engineer team went to Hangzhou for door-to-door inspection and maintenance.
But less than 1 year after this repair, the TV has a large area of dark spot failure, in the past 3 years, Xiaomi engineers and after-sales before and after sales received a total of 5 TV repair reports, completed 2 complete replacements, 3 times the back panel completely replaced overhaul.
Jiupai News: How was it finally solved?
Mr. Wang: Although the team of engineers who repair after-sales is working hard, the problem has not been solved. The engineer who came to my door also told me that no one would fix the TV, and there was nothing they could do. When I raised my question again, Xiaomi After-sales refused to continue to provide after-sales service on the grounds that the product was out of warranty.
Previously, I had been following the process as a regular user, but I had never succeeded. In fact, I am a self-media person with a certain accumulation of fans, and I know some Xiaomi insiders, and finally I had to use my interpersonal relationships to solve problems, I didn't expect the speed to exceed my imagination.
The problem that had not been solved for 3 years was solved a few hours after I posted, and the Xiaomi leader personally apologized to me. I'm thinking, if I am an ordinary user, how can I defend my rights when I encounter this kind of problem?
In the end, Xiaomi did the return and refund processing, and also refunded the cost of installing the TV crane and the cost of the TV bracket. This TV has four cranes, except for the first crane fee is at my own expense (and finally refunded), the rest is borne by Xiaomi.
[2] It is a 10-year-old Xiaomi fan who has purchased about 70 products
Jiupai News: Is this your first time buying Xiaomi's products?
Mr. Wang: This is my first time buying Xiaomi's high-end series products. In fact, I have bought about 70 products in Xiaomi before, including electronic products, smart homes, daily appliances, etc., but the unit price of these products has not exceeded 3,000 yuan.
Jiupai News: How did these products give you a sense of experience before?
Mr. Wang: I am an old rice noodle who has used and accompanied Xiaomi products for more than 10 years, and the previous products gave me a good sense of experience, otherwise I would not have bought so much.
Jiupai News: The photos you took were officially adopted by Xiaomi before, do you have a cooperative relationship?
Mr. Wang: Since the hoisting operation of 98-inch TV is too popular on social platforms, Xiaomi Group asked me if I would like to authorize the provision of photos of the process of this operation as a follow-up use by Xiaomi.
Based on my affirmation and trust in Xiaomi, I readily agreed to all requests from Xiaomi regarding the use of the above photos for promotion.
From the order of Redmi98, to the hoisting and installation, to the authorized use of photos by Xiaomi, the whole process is my voluntary and spontaneous behavior, and the subsequent official promotion content has not produced any form of cooperation with me, completely based on the enthusiasm of a rice noodles.
[3] After-sales and engineers are very patient
Jiupai News: You mentioned that Xiaomi's attitude towards overseas and domestic markets is different, and it only "replaces" domestic users without recall.
Mr. Wang: Xiaomi has not had an official information disclosure announcement on a recall in China, and Xiaomi's official website has never had an information announcement column for suspected recalls. However, overseas Xiaomi has a special information column and regularly publishes relevant information related to products with safety and quality hazards related to the design defects of Xiaomi's products.
Previously, most of Xiaomi products were mainly based on parity, and the labor cost of engineers to repair was much higher than that of replacement, and "replacement" after problems was a cost-saving and user-friendly method. Therefore, for a long time, I have been praising Xiaomi's service system.
However, as Xiaomi's products and technologies gradually move towards the deep water area, more and more high-end product sequences have begun to be laid, and the consumption upgrade of rice noodles and Xiaomi after-sales have inadvertently changed on the demand side. Buying high-end serial products of rice noodles hopes to get reliable quality products, Xiaomi after-sales service in the provision of convenient services, but also must also consider user needs and realistic cost issues.
Jiupai News: Are you satisfied with the final processing result?
Mr. Wang: I can't talk about being dissatisfied, but I can only say that the ending is similar to what I expected. Xiaomi's after-sales and engineers are very patient and communicate with me several times. But the point is not in the attitude, but in the delay of so much time and energy, they have no way to solve the problem.
Jiupai News: Xiaomi is about to enter the new energy vehicle track, will you consider buying?
Mr. Wang: I still can't say for sure, I've been holding coins and waiting, and I can't just beat me to death because of this incident.
Nine factions of journalist Gu Zixuan
Edited by Ren Zhuo
Please contact the reporter WeChat: linghaojizhe
[Source: Jiupai News]
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