Customer service
Subject: Xiaomi Mi Band 9 – Unprofessional Authorized Service Experience, Lack of Technical Inspection, and Replacement Request (Service Form No: 146690) Dear Xiaomi Global Support Team, (Please see the attached photos showing the clear evidence of internal deformation.) I am writing to formally report a severe lack of professional technical support and unfair treatment by the Xiaomi Authorized Service in Turkey regarding my Xiaomi Mi Band 9 smart band. As shown in the attached images, a significant deformation has occurred on the left edge of the device's screen and casing. The physical structure of the damage clearly demonstrates that it did not occur from an external impact; rather, it expanded from the inside out, indicating a chemical reaction or leakage originating from within the internal components (such as the battery). When I sent the device to the authorized service center, I encountered an unacceptable and technically inconsistent evaluation process: Superficial & Incomplete Inspection: The service center declared this issue as "user error" based solely on a visual inspection from the outside, without ever opening the device to check for internal battery swelling or chemical leakage. They failed to provide any technical explanation as to how a user could cause a deformation that expands from the inside out. Contradictory and Groundless Excuses: Upon my objection, the technicians then claimed that "water had entered the device." However, the device is still functioning flawlessly. If there were water ingress, the electronic circuits would have shorted or oxidized, causing total device failure. Diagnosing water ingress without opening the casing is technically impossible and highly contradictory. Ignored Software Issues: I explicitly reported a software glitch I was experiencing with the device. However, because the technicians never properly inspected the device, this issue was entirely omitted and ignored in the final report. Lack of Resolution: When I contacted customer service, the only solution they offered was to send the device back to the exact same service center for another "check," entrapping me in an unproductive loop. I completely reject this "user error" verdict, which lacks concrete, scientific, and technical evidence. To determine whether this deformation was caused by battery failure or a manufacturing defect, the device must be opened and subjected to a detailed technical inspection. My Demand: I request a detailed, objective inspection of my product under warranty, and subsequently, a proper repair or a brand-new product replacement. If a transparent, evidence-based solution is not provided, I will escalate this matter to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) in Turkey to legally enforce my rights. I look forward to your urgent intervention and a professional response prioritizing customer satisfaction. Sincerely, Full Name: Gökhan Kaman Phone Number: +905523190009 Device Serial Number / IMEI: 55462/DYAMJQ4XC02300 Service Tracking Number: 146690