Xiaomi is celebrating its completion of 9th anniversary in India. It is currently conducting sale on various products till July 10. The company has also announced a new escalation system to handle customer queries and complaints in the country. It is called the 3-Layer Escalation Matrix. Read on to know more details below. 

Xiaomi 3-level escalation matrix introduced in India

The newly introduced Xiaomi 3-level escalation matrix system is aimed at helping customers with their problems. The company says that it is designed to ensure that concerns are acknowledged, investigated, and resolved promptly. Xiaomi aims to provide seamless and excellent customer service with the escalation system. 

Xiaomi has a wide service network in India. Customers facing any problems with their devices can visit their nearest service center. Alternatively, they can also register their complaint using Xiaomi’s Greivance Redressal Form via the Mi Store app, mi.com, or the Xiaomi Service+ app. Customers can also register their grievances by heading to this link. 

Once a grievance is submitted, Xiaomi’s team will begin investigating the issue and work towards finding a suitable resolution within 48 hours. If the issue remains unresolved and the customer isn’t satisfied, it will be automatically escalated to the Head of Customer Service and users can expect a response within 24 hours. However, if the problem still persists and is not resolved within the designated time it will automatically be forwarded to the Office of the company’s President. Customers can expect a response within 12 hours. 

The new escalation system means that the top management’s office is involved in addressing customer complaints which will likely be appreciated. Customers can track the status of their complaints on the Xiaomi Service+ app.

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