Xiaomi announced the opening of 10 Premium Service Centres across key Indian cities, marking a major milestone in its customer-first journey.
The new customer service centres, located in Bangalore, Hyderabad, Kochi, Chennai, Kolkata, Delhi, Jaipur, Mumbai, Pune, and Ahmedabad, reflect Xiaomi’s long-term commitment to delivering an elevated experience for smartphone users across India.
The Premium Service Centres are designed to go beyond conventional after-sales care, offering an immersive, efficient, and inclusive environment that exemplifies Xiaomi’s “Customer First” philosophy. This initiative also reinforces Xiaomi’s plan to expand to 100 Premium Service Centres nationwide, complementing its existing service network that covers every pin code in India.
“At Xiaomi, our goal has always been to build more than just products — we aim to create lasting connections with the people who trust us. Launching these Premium Service Centres is a strategic step in deepening that connection and raising the bar for customer experience in India,” said Sudhin Mathur, Chief Operating Officer, Xiaomi India.
Offering better customer experience is important for Xiaomi India because the Chinese smartphone brand does not feature in top five positions in the Indian smartphone market. IDC says Vivo, Samsung, Oppo, Realme and Apple are the top smartphone brands in India in the first-half of 2025.
Consumer issues
Xiaomi smartphone users in India have reported a range of complaints in recent months related to both hardware and software performance, as well as after-sales service quality. Many users have faced issues following MIUI or plugin updates that cause phones to enter a bootloop, slow down, or experience degraded camera and charging performance.
Display problems, such as green lines appearing on AMOLED screens and overheating, have also been widely discussed on user forums. Some users allege that these defects occur soon after purchase, even within the warranty period, raising concerns about manufacturing quality.
Customer grievances often focus on Xiaomi’s after-sales support. Users report delays at service centres, lack of proper diagnostic tools, and limited availability of spare parts. Warranty claims are sometimes rejected for issues customers believe should be covered, such as display failures or motherboard defects. Many have complained about unresponsive customer care channels and a lack of transparency in repair costs, including unclear service charges and insufficient documentation for repairs, according to posts on Reddit.com.
Xiaomi’s service experience has also drawn attention from consumer courts. In one case, Xiaomi was ordered to compensate a customer ₹33,500 after a repair failed to fix the issue, Times of India reports.
Retailers have expressed frustration as well, citing Xiaomi’s “online-first” strategy that prioritises e-commerce over offline availability, affecting physical store sales and customer trust.
Other common user complaints include excessive bloatware, unwanted ads in MIUI, and performance differences between models sold in India and international versions. Despite these challenges, Xiaomi remains among India’s leading smartphone brands, with the company recently expanding its premium service network to improve customer satisfaction and rebuild confidence among users.
Faster Service and Enhanced Experience
Each Premium Service Centre has been designed to provide faster turnaround times, with 95 percent of repairs completed within 24 hours, compared to 89 percent previously. Supported by advanced diagnostic tools, robust quality checks, and a well-stocked inventory of spare parts, Xiaomi continues to lead the industry in service speed.
According to Counterpoint Research, Xiaomi ranks among the top smartphone brands in India for service efficiency, resolving 52 percent of customer issues within four hours. For repairs requiring longer turnaround, Xiaomi ensures uninterrupted connectivity by offering standby handsets.
Inclusivity, Sustainability, and Innovation
The new service centres also underscore Xiaomi’s commitment to gender diversity and inclusion, with women professionals leading many of the centres. Certified engineers and dedicated Customer Relationship Managers offer personalised, multilingual support in English, Hindi, and local languages, making customer interactions more comfortable and accessible.
Aligned with Xiaomi’s sustainability goals, the centres operate with paperless workflows and encourage community participation through initiatives like Xiaomi Days—held every Wednesday—offering exclusive service benefits, free software upgrades, and special discounts.
Holistic Experience Hubs
Beyond after-sales support, Xiaomi’s Premium Service Centres serve as experience hubs where customers can explore and purchase Xiaomi products, participate in engagement activities, and experience the brand’s latest innovations first-hand.
The centres in Bangalore, Hyderabad, and Kochi open today, while those in Chennai, Kolkata, Delhi, Jaipur, Mumbai, Pune, and Ahmedabad will follow shortly.
With this initiative, Xiaomi strengthens its position as a customer-centric technology brand dedicated to innovation, accessibility, and service excellence. The launch marks a pivotal step in Xiaomi’s ongoing mission to deliver premium experiences and bring technology closer to people across India.
Baburajan Kizhakedath