Like in most brands, we’ve heard a couple of incidents of a Xiaomi smartphone getting caught on fire. There are Redmi Note 7, Note 7 Pro, Note 10 series, and POCO X3 users saying that their devices suddenly go up in smoke.
Unlike the Galaxy Note 7 fiasco, these incidents appear to be isolated cases. However, how the company handles such cases is still very crucial. This new incident happened on the latest Redmi Note 9 Pro Max.
I purchased this phone in the month of December for my younger brother and today few mins back it’s start smoking he was scared and he throw water on it because he already saw to many add about phone blast. @RedmiSupportIN @manukumarjain pic.twitter.com/8yn2Zt9YqR
— priyanka pavra (@PriyankaPavra) April 28, 2021
As per Twitter user Priyanka Prava, he bought the device last December 2020 for her younger brother. Posted last April 29, 2021, the user said that it has started smoking a few minutes earlier and shared a photo of the device with burn marks and cracked glass in front and back.
What surprised Prava is Xiaomi’s response to the incident. As per the company — although they will still investigate the incident —initial investigation reveals that the issue was caused by an “external force”, hence it’s been classified under “Customer Induced Damage”. You can read the full statement below.
“AT REDMI INDIA, CUSTOMER SAFETY IS OF UTMOST IMPORTANCE AND WE TAKE SUCH MATTERS EXTREMELY SERIOUSLY. ALL OUR DEVICES GO THROUGH VARIOUS LEVELS OF STRINGENT QUALITY TESTS. WE ENSURE THAT THE QUALITY OF THE DEVICE IS NOT COMPROMISED AT ANY LEVEL. AT THIS STAGE, OUR TEAM IS INVESTIGATING THIS CASE TO DETERMINE THE CAUSE. BASED ON OUR INITIAL INVESTIGATION, THE DAMAGE WAS CAUSED DUE TO EXTERNAL FORCE. FOR THAT REASON, WE’VE CLASSIFIED IT UNDER ‘CUSTOMER INDUCED DAMAGE’. WE ARE IN TOUCH WITH THE CUSTOMER TO ENSURE THAT THE MATTER IS RESOLVED AT THE EARLIEST.”
With that, it’s not clear if Prava will get a new smartphone as a replacement. However, the Xiaomi statement says that they will communicate with the customer to ensure the issue is resolved at the earliest.