Other Customer Service Support

[LanaHartwell]

Bestbuy Canada and Xiaomi International,

I would like to lodge a formal complaint concerning one of your distributors, JP Mobiles Support and their lack of warranty support regarding our purchase of an Xiaomi m365 electric scooter through the Bestbuy website.

We purchased this scooter less than one month ago and my son was riding it on flat paved walking paths.  Now its making a grinding noise and won't work.  It is clear to me that the product is defective for this to happen.  The scooter has not been mistreated in anyway.  We went back to JP Mobiles Support for warranty assistance and received the below noted reply.  

This was not the type of reply or customer service that we expected to receive.  My son used his own money to make this purchase and we thought we were going through a reputable Bestbuy website and would be supported with any warranty issues.  I am asking for your help in resolving the product deficiency and lack of warranty concerns that we have.  

Regards,

Shayne and Lana {removed per forum guidelines}

[LanaHartwell]

From: no-reply.marketplace@bestbuycanada.ca

Date: 2019-05-29 10:49 AM (GMT-07:00)

To: {removed per forum guidelines}

Subject: You have received a message about order {removed per forum guidelines}

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Order Status

My Account

Customer Service

Hello Lana,

JP Mobiles has responded to your message regarding order number {removed per forum guidelines}

Subject: Other Questions

Hi, we're sorry to hear the device you purchased from us is now physically damaged. As stated in the warranty terms and conditions applicable to your order; "The warranty is not applicable to cases other than defects in material, design and workmanship"(https://jpmobiles.com/pages/warranty-terms-and-conditions). We do not support any out of warranty repair. We will not be able to provide further assistance, Best Regards, JP Mobiles Support

To reply, find your order and click "Contact Seller" on the order details page.

If this email has an attachment, please save the document as it won't be available from the Best Buy Website.

If you reply to this message, seller should respond within 48 hours.

- Best Buy Marketplace Support Team.

[jdogg836]

This forum is unfortunately not set up to assist with Best Buy Canada concerns. I believe at bestbuy.ca they have a “contact us” link in which to get this information in front of a team that can assist you.

[AndrewB-BBY Social Media Specialist]

Hi there, LanaHartwell,

Thank you for taking the time to visit our forums and letting us know about your experience with this purchase. I'm sorry to hear that this new scooter isn't working properly and I can certainly understand wanting to get this fixed. As jdogg836 mentioned, our team primarily works with our USA stores and customers. I would recommend reaching out to our Best Buy Canada partners via the Contact Us options listed on our BestBuy.ca site, as they will be best able to assist you with your concerns.