Recently, a new video shot from an in-store CCTV camera has been making rounds on the Internet. The video shows a smartphone; allegedly Xiaomi Redmi Note 4 bursting into flames in Bengaluru. We have seen numerous news reports in last 48 hours citing unconfirmed claims and sources with regards to the whole incident. While it was not clear in the video what phone was catching fire, reports stated that it was Xiaomi Redmi Note 4 (Review). However, Xiaomi has released a statement clarifying that the content of the reports with respect to the device and a few other details are false.
In case you are eager to know what Xiaomi had to say in its defence, here is the entire statement:
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 the concerned Redmi Note 4.
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, there is no evidence in the video to suggest that the device is 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.
(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 do 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.