Complaint Against POCO/Xiaomi for Denial of Legitimate Warranty Claim Despite No Physical Damage

sureshjb143

New member
Model
poco f5
Dealer Name
flipkart
Company Name
poco
Customer Care Number
1800-572-7626
Loss Amount
21000
Ratings
1.00 star(s)
Opposite Party Address
xiaomi india
Subject: Complaint Against POCO/Xiaomi for Denial of Warranty Service Despite No Physical Damage — Screen Bleeding & Discolouration Issue

Respected Sir/Madam,

I am filing this complaint against POCO/Xiaomi India for denying a valid warranty claim on my POCO F5 smartphone, despite the device being in excellent condition and well within the warranty period. I believe the brand is using vague and misleading reasons to escape responsibility for a clear manufacturing defect that has resulted in screen bleeding and discolouration.


Product & Issue Details:

  • Device: POCO F5 Smartphone
  • Date of Purchase: 08/11/2024
  • Issue: Screen bleeding and screen discolouration
  • Service Centre Visited: sri siva surya mokshith agency D.no 1/360, nalabhavaneshwaram street, Near sai baba temple, Ravulapalem-533238,Andhra Pradesh
    • Job Sheet/Service Request No.: WXIN2506280002455



Background:


I have used my POCO F5 with extreme care — there have been no drops, no dents, no bends, no cracks, no scratches, no water damage, and the device has never been mishandled. Despite this, I recently observed screen bleeding and discolouration developing on the display.

When I took the phone to the authorised POCO service centre, the service engineer inspected it and confirmed that there is no physical, accidental, or liquid damage. Despite this, POCO/Xiaomi refused to replace the screen under warranty and blamed the issue on a so-called "soft pressure" cause, which is vague, unproven, and misleading.




Clarification on the "Soft Pressure" Excuse:


The service centre claimed that “soft pressure” caused the screen issue. I have researched this extensively, and there is no credible evidence to suggest that soft pressure leads to screen bleeding or discolouration.

If soft pressure affects a display, it usually causes:
  • Black spots or burn marks
  • Complete screen blackout
  • Touch response failure
  • Green line issues
  • liquid under the display layer will disturb
  • half of the screen will turn black out
  • Half of the phone screen won't work

Nowhere is screen bleeding or screen discolouration cited as a result of soft pressure. In fact, other leading brands identify and repair such screen defects under warranty without blaming the customer.

This indicates that POCO is trying to evade its responsibility by using non-technical and baseless excuses.

To support my case, I am also attaching photos and documentation that clearly show the difference between my screen issue and known soft pressure damage. My phone’s screen problem is clearly a manufacturing defect and must be addressed as such.


Previous Complaint Ignored:


At the time of purchase, I also raised a concern regarding the yellow tint on the display, which was visibly different from two other POCO F5 devices bought at the same time. That concern was also dismissed as “within tolerance” by the service centre.


Loyalty Ignored:


I have been a loyal customer and advocate of POCO. My family alone has purchased over 15 POCO devices, and based on my recommendations, over 25 people in my network have bought POCO smartphones. I even helped someone buy a POCO X7 Pro just last month.

I supported POCO even during the time when its devices were criticised for motherboard failures. I trusted the brand. But now, I feel completely let down.



Relief Requested:

I respectfully request the Hon’ble Forum to:

  1. Direct POCO/Xiaomi to replace my POCO F5 display under warranty, as this is a clear manufacturing defect (screen bleeding & discolouration).
  2. Stop service centres from using vague excuses like “soft pressure” to reject genuine warranty claims.
  3. Ensure proper, honest diagnosis at service centres with written, evidence-based justifications.
  4. Take appropriate action to prevent similar inconvenience and loss of trust for other consumers.

I am submitting all relevant documents, service reports, and photographic evidence along with this complaint.

Thank you for your time and support.



Sincerely,
k suresh babu
+91 9494944943
sureshjb143@gmail.com
 

Attachments

Hello @sureshjb143

We have carefully reviewed all the details and documents you have submitted regarding your complaint against POCO Mobile. Based on our thorough evaluation, we regret to inform you that the only viable option left is to file a case before the nearest District Consumer Disputes Redressal Forum.
You can file the case through the online e-Jagriti portal: e-jagriti Platform: Ministry of Consumer Affairs, Food, and Public Distribution, Government of India

Supporting Judgment against POCO Mobile:

Kerala - Kannur - CC/511/2023

Poco India, V/S Muhammed Risan

Complainant
Muhammed Risan
Kalladath House,Chakkad,P.O.Vilakkode

Versus

1. Poco India, Outer Ring Road,Bangaluru,Karnataka-560103.
2. Service Center Kannur, Tech Spark ,Room No.51/2172/1,Platinum Center,1st Floor,Fort Road,Near SBI,Kannur-670001.


The complainant had purchased a POCOX3 pro mobile phone for an amount of Rs.18,000/- dated 02/10/2021 from JS Digital Hub Mattannur for his plus one studies. Then the complainant used the mobile phone for 3 months. Thereafter the software update message came to the phone and the phone became defective in display splash, application auto back, sensor not work.

Then the complainant approached OP No.2 the authority service center and entrusted the faulty mobile phone to the service center. There after the technician stated that the display will replace. Then the display will changed on 09/05/2022.

There after the same defects occurred and the application auto back also happened. The complainant stated that the product is under warranty.

Then the technician stated that the mother board will be dead then only the company can replace the mobile phone.

Then on 01/11/2023 the mother board dead and the company extended 1 year warranty also. But they also stated that 2 year and one month elapsed no free of cost repair available.

Then the technician stated that Rs.14,000/- as the charge of mother board replacement. From the information provided by the service centre it clearly shows that the complainant was cheated by the OPs which has sold a defective mobile phone.

So the supply of defective mobile phone of OPs the complainant lost his plus one studies and not to connect other essential requirement also. At the time of offering to sell the mobile phone the OPs were promised that they will provide prompt services and necessary repair in case of any complaint. But the OPs are not ready to cure the defects of the mobile phone.

The act of OPs the complainant caused much mental agony and financial loss. So there is deficiency of service and unfair trade practice on the part of OPs. Hence the complaint.


ORDER
In the result the complaint is allowed in part directing the opposite parties 1 and 2 jointly and severally liable to repair the mobile phone with free of cost or to refund the value of mobile phone Rs.18,000/- to the complainant along with Rs.3000/- as compensation for mental agony caused to the complainant and Rs.2,000/- as litigation cost within 30 days of receipt of this order. Failing which, the complainant is at liberty to execute the order as per the provisions of Consumer Protection Act 2019. After the said proceedings the opposite parties are at liberty to take back the mobile phone from the complainant.




Process of filing complaint against POCO Mobile

To initiate your complaint, the following documents need to be submitted:
  1. Index – A list of all enclosures/documents attached.
  2. Memo of Parties – Details of the complainant(s) and respondent(s).
  3. Affidavit – A sworn statement verifying the contents of the complaint.
  4. List of Events / Chronology – A timeline of key events related to the issue.
  5. Supporting Documents – Invoices, receipts, communication proofs, warranty cards, etc.

We can assist you by:
  • Drafting all the necessary documents (Index, Complaint, Affidavit, List of Events, etc.)
  • Uploading and filing the complaint on the Consumer Forum website on your behalf
  • Guiding you through the hearing process and next steps
If you would like to proceed, kindly confirm, and we will begin preparing your case files right away.

Thanks
 
Back
Top