The recent Redmi Note 4 explosion incident in Bengaluru stemmed from a faulty third-party charger that the owner of the phone used to charge it, Xiaomi India said on Tuesday. Although, the phone that apparently exploded and burst into flames, showed signs of physical damage -- inflicted by the owner -- post investigation, the company replaced the owner's damaged unit with a brand new Redmi Note 4, it further said.
Controversy began when a video doing the rounds of the Internet seemed to suggest that a phone -- said to be a Redmi Note 4 -- exploded and caught fire as soon as a technician/worker at a shop -- said to be one Poorvika Mobile Store in Bengaluru -- tried to take the SIM tray out to insert the owner's SIM card into it. It was also said that Xiaomi India had failed to pay heed to the issue and that the owner -- one Arjun -- had also gone on to file a formal complaint against the company.
Xiaomi India, on Tuesday, said the video doing the rounds of the Internet had nothing to do with a Redmi Note 4 and that it was fake. Neither was the phone in the video, a Redmi Note 4, and neither was the store in the video, the Poorvika Mobile Store, it said. It did, however, accept the fact that a Redmi Note 4 did explode in Bengaluru, but, not in the way it was being reported. It said, the customer -- one Arjun -- had purchased a Redmi Note 4 from a Poorvika store in Bengaluru on June 1, 2017. His phone was damaged at his home on July 17, 2017, following which he took the phone to the aforementioned Poorvika store on the same day. The device was taken back almost immediately after being reported as faulty, and it was later found that the mishap happened due to customer-induced damage. Still, Xiaomi India replaced the customer's damaged unit with a brand new Redmi Note 4 on July 24, 2017. The company, in addition, advised customers to only use Xiaomi authorised chargers and accessories.
Full text of Xiaomi India's statement on the issue:
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At Xiaomi, customer safety is of utmost importance to us.
Recently, a video has been shared across a few news publications claiming that a Redmi Note 4 unit experienced an explosive scenario. We would like to state that this video has no relation to Redmi Note 4 or any other Xiaomi device.
After an internal investigation, we found that the only recent incident of a burnt Redmi Note 4 stemmed from a Bangalore based customer -- Arjun. He had purchased a Redmi Note 4 from a Poorvika store in Bangalore on 1st June 2017. His phone was damaged at his home on 17th July 2017, following which he took the phone to the aforementioned Poorvika store on the same day.
As soon as we were alerted to this incident, we took the device back. After a thorough technical investigation, we found out that the damage was caused due to a faulty third-party charger used by the customer. In addition, there were signs of physical damage on the phone as well.
Despite the customer-induced damage, we worked with the Poorvika store where the unit was bought, and replaced the customer's damaged unit with a brand new Redmi Note 4 on Monday, 24th July 2017. We advise our customers to only use Xiaomi authorised chargers and accessories.
Regarding the video being circulated, we would like to clarify the following points:
(1) The video was attained from a random WhatsApp group, and has nothing to do with this recent Redmi Note 4 case.
(2) In fact, the phone in the video is not a Redmi Note 4 or any other Xiaomi phone.
(3) The video is not from the aforementioned Poorvika store, or any other Poorvika store. On further investigation, we found that the CCTV video was from a retailer in Anamangad, Kerala. Xiaomi India only started selling devices at 3G and Fone 4 stores a few weeks ago in Kerala.
Also Read: Xiaomi Redmi Note 4 review: Raising the bar
(4) The CCTV video was recorded on a different date, not 1st June (when Arjun bought the phone) or 17th July (when his phone got damaged).
(5) The customer in the video is not Arjun. He has confirmed to Xiaomi that the people in the video does not include or represent him or any of his relatives.
It is unfortunate that a member of the technology blogging fraternity used a video of an unrelated incident attained from a WhatsApp group, and merged it with the above-mentioned case involving Arjun, without doing any investigation. We find this behaviour very irresponsible and disturbing. We are currently evaluating legal action against this publication.
To all our Mi Fans, we would like to re-emphasise that safety is of utmost importance to us! All of our devices go through stringent quality tests to ensure that you get the best quality. We will once again encourage everyone to only use Xiaomi authorised chargers and accessories.
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