In the last months, various Spanish consumers have raised their voices against a alleged mismanagement of warranties by Xiaomi and its technical service in Spain, managed by the subcontractor ICP Tech Solutions. Cases like that of Irene Alcalde, who sent her vacuum cleaner under warranty and ended up facing an unexpected quote without the original fault being fixed, are coming to light and generating controversy among the brand's users.
Irene's experience is not an isolated event, since Numerous similar testimonies have emerged online and on consumer protection platforms. A pattern is repeated in all of them, raising red flags about possible irregularities in the processing of warranties for products such as Xiaomi cell phones, televisions, and small appliances.
A repeated pattern in Xiaomi's technical service
Many affected people agree on one thing: same modus operandi: After detecting a fault covered by the warranty and contacting Xiaomi, the Technical service requests the shipment of the product, but instead of repairing the reported defect, it diagnoses a completely different fault. Generally, the alleged new fault is more serious and is expressly excluded from the scope of the warrantyFaced with this situation, the customer is forced to choose between paying for an unsolicited repair or losing the device, which is then transferred to the SAT (Tax Service).
According to the testimonies collected, this procedure is repeated systematically This is accompanied by a lack of clear information, refusals to provide complaint numbers, and evasive responses from both ICP and Xiaomi Spain. The result: the customer is left completely defenseless, without access to the legally recognized avenues for complaint.
Xiaomi and ICP's response (or lack thereof)
Faced with these situations, Xiaomi delegates all responsibility to technical service and often argues that diagnoses and decisions are beyond their reach. The responses consumers receive, both in direct communications and in official complaints, are often limited to repeated referrals and, occasionally, administrative silence.
Even citing the consumer protection regulations in force in Spain, those affected are faced with the systematic refusal of both actors to provide supporting documents, technical explanations, or references that allow for a formal claim to be initiated. This situation, according to victims, turns the guarantee into a "dead letter."
Complaints and documented cases in different products
The problems are not limited to a single type of product. Users with Xiaomi mobile phones and televisions have reported similar situations. On the OCU platform, for example, you can read complaints from owners of Poco C65 smartphones, who are being asked to pay large sums for unproven damage, or from A2 televisions, where the customer is accused of alleged serious damage during shipping despite evidence proving their condition upon shipment.
These types of practices have led some consumers to initiate the process of filing a complaint with official bodies and to consider legal action, before the inability to obtain a satisfactory response By other means. The shared feeling is that there is a mechanism to avoid assuming warranty costs, shifting the burden to the user.
Reactions, tests and growing social pressure
The discomfort among those affected is having a significant echo on social networks, forums and video channels, where they are shared documentary evidence and first-person accountsThe viralization of these cases has increased pressure on Xiaomi Spain, which to date has maintained a public stance of silence and reiterated its disassociation from the decisions of the subcontracted SAT.
Consumer protection organizations They urge the company to improve transparency and guarantee users' access to real and effective complaint procedures. The majority opinion considers that a review of after-sales protocols is urgently needed to avoid abuse and protect the rights of those who choose Xiaomi products.
The controversy over the operation of Xiaomi's after-sales service in Spain continues. Stories of consumers who feel helpless Dubious diagnoses, unexpected quotes, and a lack of response to their complaints are damaging the brand's reputation and creating a growing climate of distrust. While waiting for Xiaomi to break its silence and clarify its position, many customers still don't know if they will be able to recover their devices or, at least, have their consumer rights respected.
