1. Welcome to Xiaomi Customer Service! My name is Jim. May I have your name please?
2. Hi! Your name please?
3. Hi Clara, my name is XXX.
4. Hi XXX, how can I help?
5. I've just received my phone purchased from Lazada Malaysia. Could you help me to check with my IMEI to see if it's covered under Mi Malaysia's warranty?
6. Sure, can I ask for the IMEi number please.
7. IMEI ###########
8. Here you go! thanks.
9. Thank you, let me check.
10. [System] Haven't heard from you for a while, do you have any further questions?
11. Kindly ignore this. System is prompting for more questions.
12. As per checking our system the phone is made from China.
13. As for this I cannot guarantee the warranty because Xiaomi we do not have global warranty.
14. Does that mean that the warranty is not covered in Malaysia?
15. Yes, that is correct. if Lazada can provided you warranty for the xiaomi phone you can take the phone back to Lazada Malaysia.
16. I know someone who purchased from Lazada and same source. He just checked his IMEI with the chat support here.
17. According to him, chat support confirmed with him his unit is under Mi Malaysia local warranty, not Lazada.
18. Yes, that is an original xiaomi phone but it is actually made by China,
19. No in Malaysia.
20. Yes i understand that all Mi phones are produced in China. My key concern is whether the it's under local warranty, just like those purchased on Mi Malaysia's website.
21. Those who purchased from Mi's website can bring their devices to local service centers. I would like to know if my unit is eligible too.
22. I do apologize but I cannot guarantee the warranty for the device because the phone is set for China warranty not Malaysia. Since the phone is bought from China, not Malaysia.
23. [System] Haven't heard from you for a while, do you have any further questions?
24. I see...is there a possibility that a local authorised distributor who brought in the phones from China have not updated the IMEIs of these units, and hence they are still under China warranty?
25. Yes that is correct. That is why we cannot guarantee the service warranty for the phone.
26. Because my unit is from Lazada, sourced from ECS Astar. ECS is the officially authorised distributor for the Mi Pad earlier.
27. Can I confirm with you that if an authorised distributor imports a phone into Malaysia, it needs to update the phones' IMEI to tag it to local warranty by Mi malaysia?
28. We used to partner with them, but the thing is we don't really know where Lazada is getting these products that they are selling.
29. If you can contact Lazada to claim the warranty for the device.
30. At the back of the box of my phone, there's a sticker that says "Distributed by ECS Astar". I think it's quite clear that they sourced it from them.
31. What i fear is that i do not get the same quality of warranty as those who bought from Mi website. I do not wish to have 3rd parties servicing the phone other than Mi Malaysia.
32. Sorry but ECS is not our partner in selling our product at Malaysia. You can try to contact Lazada about the issue, so that you can claim the warranty from them.
33. Sorry but we can just service the phones that are bought from our official website.
34. I see. I think i will check with Lazada again. Thank you for your help here.
35. You're very much welcome XXX! I hope I was able to answer all of your questions.
36. Yes. The rest of it i will have to ask Lazada then.
37. Thank you. Your feedback is important to us. Once we end our chat session, you will be prompted for a quick survey about our interaction today! Thank you for contacting Xiaomi. Have a great day!
38. Because Lazada claimed that my phone hass "1 Year XiaoMi Malaysia Warranty"
39. That's the main source of confusion.
40. Sorry about the confusion. Please contact Lazada about this.
41. It's alright. The confusion is from them, not Mi.
42. Can i just ask you one more thing?
43. Sure go ahead.
44. When Mi's partners sell the phones in other countries, do their products come under the respective country's warranty (not China)?
45. Yes, that is correct.
46. Would their IMEIs in Mi's database?
47. Because the get the supply that is created respectively from the country they sell the product.
48. Yes, that is correc.t
49. Ok understood on that. That's all i have for now. Thank you!
50. Goodbye and have a good day.

1. Welcome to Xiaomi Customer Service, my name is Leen. May I have your name please?
2. hi how can i assist you?
3. Hi Leen,
4.
5. this is XXX.
6. I asked about my purchase from Lazada yesterday.
7. Yes.. and then? do you have the phone noe?
8.
9. I just got to know that other buyers (same case as mine) have their IMEIs reflected in Mi's database already. They checked yesterday but was not in yet. Then they checked again today and it's in the database.
10. So could you help me to run another check on my IMEI. I've received the phone.
11. IMEI #############
12. Actually once we checked the IMEI on our system. that is the time that we can say if the phone is from MY or China
13.
14. Kindly wait while im cehcking
15. Hi thank you..
16. as we checked here. this phone is from MY so mean to say you are covered for MY local warranty
17.
18. REALLY!! That's great.
19. Yes.. rest assured about that..
20.
21. good for you!!
22. How was it that yesterday it was not in, but now it's in? Is is due to authorised distributor's late update?
23. anything else for now though?
24. Since it's likely that i don't have a service card included, are there any numbers that I can quote if i need to visit service center?
25. I meant Mi Malaysia service center.
26. Actually the only time that we can say that its already added on our database is when we have the IMEI provided by the customers who bought that from lazada
27. Oh i see. And the buyers' IMEI is usually update by Lazada?
28. yes.. since the item was being purchased on their end.. on our part.. the only thing that we check is the authenticity of the phone itself
29. [System] Haven't heard from you for a while, do you have any further questions?
30. Ok! Then my IMEI will be searchable on Mi Malaysia's service centers now? In the future, do I just bring my Lazada receipt for service?
31. Exactly..
32. Xiaomi customer service do use same database so they can also check on their end.. also for the service centesr
33. That's really good to hear. I'm just curious to know. Does the database contain details like my name, just in case they need further verification?
34. oh it does not include your personal info.. just the info of the phone-
35.
36. Alright then. I think that's fine. As long as I have the receipt with me (with my name on it).
37. sure.. exactly.. that can be also used to claim the warranty
38.
39. Thank you so much. Was really worried about the warranty status of my phone. First phone from Mi!
40. I think that's all for now. Have a nice day. Goodbye!
41. okay then. Thank you for getting in touch with Xiaomi. There is a survey after our conversation, I hope you can take the time to rate the service I just provided you. Have a wonderful day, again my name is Leen.
42.
43. [System] Haven't heard from you for a while, do you have any further questions?
44. Will sure do. Thank you Leen. You have been very helpful.