August 17, 2014 by ...
In China they say that the nail that sticks up gets pounded down. In other words, standing out from a crowd is not advisable. Xiaomi may he learning this the hard way. Claiming they have been duped by duplicitous Xiaomi quality assertions and next to non-existent customer service, Xiaomi is failing its customers.
Chinese consumers are fickle, especially the post 80s generation which makes up the majority of Xiaomi owners. Theres is a short memory characterized by a ‘what have you done for me lately’ mindset on steroids.
The latest round of Xiaomi hate centers on the fact that Xiaomi abandons its users post sale. Consumers claim that they bought Xiaomi kit, due in great part to the supposed quality of its innards. The reality is different, however. Chinese are posting photos of dead Xiaomi phones online.
They are also reposting pics of phones such as this, which surreptitiously caught fire in a woman’s handbag. The phone was not even charging at the time, but merely set itself ablaze.
Many Chinese now openly mock Xiaomi, cackling about it being the next Apple. The real Apple, they claim, cares about its customers and its product lasts longer than a nightmare. Xiaomi, on the other hand, has the shelf life of a bowl of rice and its zombi employees ought to spend less time belittling other firms and more on satisfying customer needs. For its part, Xiaomi just keeps on selling overseas, avoiding the conflict in China.
How much of the negative press is paid for is anybody’s guess. Chinese firms go to great lengths to besmirch the name of rivals and this could be one such case. Anecdotal evidence, however, shows there is some truth to Xiaomi complaints, howver.
Through my research, I have seen clear indications that quality concerns are an issue and customer retention is as well. Perhaps Xiaomi should dial down the Apple chatter and dial up its angry customers.