Xiaomi Philippines is committed to providing the best possible experience for all Xiaomi customers, from the time they purchase products until they require aftersales support.
Xiaomi only had ten service centers last year. This year, Xiaomi has increased its customer service efforts by establishing its own Xiaomi Contact Center, which serves both the Philippines and the America market, as well as expanding to 20 additional service centers, with 10 more added with the appointment of authorized service centers to support TV products. Xiaomi will open their first Exclusive Service Center to the public on December 18, ensuring that customers can get assistance with their Xiaomi devices at the service center.
When Xiaomi customers visit the Exclusive Service Center, they can expect more VIP services, particularly for upcoming devices. These include free screen replacements in the event of an accident, extended warranties, and even device replacement.
As of the meantime, the service center can only accommodate 30 to 50 customers per day due to COVID-19 restrictions, depending on foot traffic.
Customers only need to present their Xiaomi smartphones or Xiaomi Pad 5 to the Service Receiving desk upon arrival at the Xiaomi Exclusive Center. The customer service representative will assess the affected unit and collect information about the warranty and the device. The representative will then issue a service order claim that summarizes the device's specifications as well as the specific issue with it.
The turnaround time varies according to the concern of the gadget. Customers can expect their device to be ready within a day for quick fix cases, but more complex cases may take up to 3-5 days.
The customer service centers currently cover all Xiaomi smartphones and the Xiaomi Pad 5. Warranty claims for other Xiaomi ecosystem products can be made through official dealers and retail shops where the ecosystem product was purchased.
Customers simply need to present valid proof of purchase to receive warranty service, and if this is not available, the service center will ask for the device's IMEI number, which can be verified through the system if the device has an active warranty in the Philippines.
For follow-ups and other concerns, customers can check the status of their repairs in person at the service centers or by contacting the call centers. Soon, Xiaomi will launch a website where customers can check the status of their gadget repairs online soon.
Xiaomi Toll-Free Contact Centers
- (PLDT/SMART): 1-800-1312-0048
- (GLOBE): 1-800-8386-5529
- Monday - Friday: 9AM – 6PM
Email Address: [email protected] or [email protected]
Xiaomi customers who attend the official opening of the first Exclusive Service Center, located at the ground floor (Serendra wing) of Market, Market in Bonifacio Global City, will be eligible for special promotions and freebies. The door will open to the public at 1:00pm on December 18.
Customers will also be entitled to a 5% discount on all Xiaomi products from Dec. 18-19, 2021.
Xiaomi Philippines is planning to expand its customer service facilities next year by opening a new Exclusive Center to support their mobile, Artificial Intelligence of Things (AiOT), and ecosystem products.
Other projects in the works include improving their online customer support services, such as adding chat support with customer service representatives and adding a site where customers can check the status of their ongoing service repair.
Xiaomi also intends to open more exclusive service centers in strategic locations throughout the Philippines, including Cebu, Davao, North Luzon, and South Luzon.