If you’re a numbers person, Xiaomi is killing it in India. Last month, the company announced it had sold more than 500,000 smartphones in less than three days between October 1 to 3, an industry-first milestone. Later in the month, Xiaomi CEO Lei Jun published a note on Xiaomi India’s Facebook page announcing the company’s latest milestone having sold 1 million smartphones in just 18 days as the online retailers in the country went on an overdrive for the festive season.

India is an extremely important market in Xiaomi’s globalization strategy and their largest market outside of mainland China, and per Lei Jun’s post, Xiaomi aims to capture the largest market share in India within 3-5 years.

Yet, all is not well. My Twitter and Facebook timeline is full of rants against what are great devices. Poor after-sales support experience, non-availability of spare parts, and long wait times for getting devices serviced have hurt customer experience and brand reputation. In an informal poll I did on Twitter asking about issues with Xiaomi in India, ‘after-sales service’ garnered over 40% of votes.

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