Xiaomi Failed to Provide Support for My X20+ Vacuum Mop After It Broke Down

I bought the new robot vacuum, the X20+ Vacuum Mop, which was launched in May 2024, from Xiaomi's official website, mi.com. After about 5 months, the product broke down, which can happen with electronic devices. I took it to Ankara Genpa, listed as an authorized service center on Xiaomi’s website, explained the issue, and handed over the device. Two days later, I received a message asking for the invoice, which I quickly found in my email and sent to Genpa. However, when I called to confirm, they told me the invoice was not accepted because the product’s serial number wasn’t listed on it. When I asked what to do next, they advised me to contact Xiaomi. I then reasonably questioned, "Aren't you Xiaomi’s authorized service center? Don’t you have access to the products and invoices or any direct contact with Xiaomi?" Apparently, they don't. 

The absurdity continued. I called Xiaomi, explained the situation, and after some name and registration procedures, the representative said they would create a record and get back to me within 5 business days. When I ordered the product online, it arrived in just one day via courier. But now, the same Xiaomi-authorized service center that previously accepted the invoice is not accepting it, and it takes 5 business days to resend the invoice. The product is sitting at the service center, we’re waiting for the invoice, and everyone is stuck waiting for something.

When buying from Xiaomi, be prepared for poor after-sales service. DG Technology, the company managing Xiaomi’s operations in Turkey, is inefficient, and their authorized services are unreliable. It’s shocking that such a global brand can operate in such an amateurish way.