Still fighting to get a refund. Review on Mi

11/11/2018 - My daughter made an online credit card payment and ordered a Redmi Note 5 Pro mobile phone on the MI India site ( https: // http://www.mi.com/in/) . The payment was automatically directed to a PayTM gateway on the MI India site. Their system integrations are so bad that the transaction status is reflected as "PayTM"in my credit card statement as well as their systems.

15/11/2018 - Phone reaches home, but the courier agent finds a minor fault with the exchange phone and refuses to deliver the new phone. Refuses to accept the additional Rs. 1000, which was the value of the phone to be exchanged. Order is cancelled immediately.

21/11/2018 - The new phone reaches the MI India warehouse. As per them, a refund can be initiated only after the phone is returned to the warehouse.

05/12/2018 - MI India call centre claims to have initiated a refund process after umpteen calls and reminders. They refuse to divulge the refund order number or even the date of the refund order. They also refuse to send a screenshot of the order details and the bank reference number. They also refuse the calls to be escalated to a supervisor. Moreover, whenever we call them, the call centre staff keep insisting that we have made the payment through PayTM. They don't even understand that PayTM is a payment gateway and their IT systems are not integrated well to reflect the status correctly. Moreover, we keep asking them the last four digits of the credit card to which the refund will be paid. ( Even the credit card companies themselves send the last four digits through email to customers.) They keep saying that it is confidential information and they cannot see it in their systems. They refuse to escalate the call to a supervisor who can give this information.

26/12/2018 - No refund as yet. I have raised this issue with the credit card issuing bank disputes department and I hope they talk to MI India and resolve this issue. My daughter has exams this month. We plan to approach a consumer court next and will ask for an adequate compensation for the trouble MI India has put us through. When a Amazon India or Myntra can refund money in 3-4 days, MI India takes 20 days to initiate a refund process, and after 40 days I am still waiting to get the money. They have the most incompetent call centre and IT systems in the whole world. Please beware of buying a Redmi phone on the India website. If this the kind of customer support, please make daily prayers that your phone does not develop a fault.