Not sure if this is the right place to share this or not, but wanted to give some others some help from my own experiences.
I have recently gone through an awful battle with ATT regarding my upgrade status for a new phone. The very vague version of the story is that three months ago my online account showed me as eligible for an upgrade and I was going to get the Iphone 3GS. When I went to the store to buy it, I was told that I was not eligible because my account (on their end) said I was not eligible. After countless arguments and working my way through the 'ranks' of management I FINALLY came to learn that Apple's agreement with ATT does not allow them flexibility to correct customer concerns with the iphone and they are not allowed to do price overrides. The truth of that is questionable, but regardless they outright refused to give me the standard upgrade pricing on the Iphone. In the end I chose to go with the Captivate and from what Ive read, it was the right choice . I thought though that I would share with you all some free tools and services that are available to consumers that helped me and can help you get your complaints and concerns taken care of.
Most of you I hope already know about some of these, but if you dont they can be priceless.
1. The Better Business Bureau: (w-w-w. bbb .o-r-g) The BBB are the knights in shining armor for consumers. They basically will act as a mediator between you and a company who you are having difficulty getting through to or who you feel are giving you the run around. The best part is that since the BBB gives 'report cards' to millions of companies across the country, you can almost always get in touch with a very high up customer service worker who has more flexibility to help you. ATT in general has a department dedicated strictly only to addressing BBB complaints (Corporate Escalations Department Consumer Complaints Division) The only way you will ever have the privilege to speak with these individuals is to go this route. Theres never a guarantee with the BBB, but it will beat dealing with mindless call center drones who are unwilling or not allowed to take care of your issues appropriately. The complaint process is very easy and user friendly and in the best case scenario you will be contacted by the company within 7 days of filing. The BBB will stay in contact with you throughout the entire process and keep you updated with what the company is submitting to them as well.
2. The Federal Communications Commission: (w-w-w. fcc .g-o-v) Did you know that the FCC oversees the doings of all wireless carriers in the country? If all else fails, an FCC complaint is the equivalent of calling in a customer service artillery attack against a wireless company. The company is REQUIRED to address any complaints submitted by consumers to the FCC and you WILL hear back about your complaint. Best yet, the FCC will fight for your side of things and encourage the carrier to work towards getting you a fair resolution. Again, there are no guarantees, but if your getting the run around continuously then go this route! One of the most common complaints to the FCC about carriers regard early termination fees and with the FCC on your side you can almost always get a clean break from a cell contract without having to pay any of those nasty fees that can add up very quickly.
3.BASIC CUSTOMER SERVICE CALL CENTER WORKERS ARE COMPLETELY WORTHLESS TO YOUR CAUSE! I would repeat that but I think you get the point. Call Center employees are extremely limited in what they can actually do for you. Do yourself a favor and ask to speak to a manager, if they tell you that you the manager will say or give you the same resolve, ignore them and again demand to speak to a manager. Call Center employees are trained to try and steer you away from speaking to anyone above them and they will try to convince you that doing anything above them is pointless. DON'T LISTEN! Stick to your guns and talk to a manager or supervisor.
When it does come time to speak to a manager you will be in much better hands because you will actually be talking to someone who has the authority to resolve your complaint and offer you something in return. Supervisors are USUALLY more sympathetic about your complaint as long as you don't jump down their throats from the get-go. Explain your issue sternly and tell them what you want in return. You don't have to break out the boxing gloves but don't be a pushover either, if you don't get what you want, then move onto the next rung on the ladder. It may sound like a lot of work, but if your getting the work around then it is worth every bit of your time and energy to fight it. Don't back down till you get a fair resolve.
Also, the BBB and FCC are excellent bargaining tools to use in your favor. Threatening to file a complaint with either organization can sometimes be enough to tilt the scale. Companies fear this because they know its incredibly easy to file one and there's a good chance that your going to do it if you threaten it.
Again, desperate times call for powerful action. Don't let these comapnies bully you, tell you that your wrong or the worst one: tell you that you don't understand how something works. Companies love trying to convince you that your wrong and that its your fault that your account or whatever is messed up.
Related
Now that I got your attention with my headlines.
Has anyone here ever bought phone from this SMG-GSM -Selling Mobile They have same phones, but lowest price of the four that I found.
Now cheaper aren't always better. So if you bought a phone here. Would you mind sharing your personal experience.
Thanks
Why not stick to the topic in your title? Please tell us more...
I can say that it is accredited by the BBB , Better Business Bureau . And that doesn't come easily or without certain standards having to be met.
My Business is also BBB approved and I had to meet with the local BBB people, they investigated my business for disatisfied customers and made sure that my business was financially solid before they let me advertise as BBB approved.
On that alone I would take a chance.
http://teacherdudebbq.blogspot.com/2010/12/apple-resellers-law-suit-threatens.html
"As I write this Greek users of Twitter are flooding the micro - blogging service with comments and complaints about the Apple reseller in Greece, Systemgraph. According to the newspaper Protothema, a Greek internet user is being sued for 200,000 euros by the company following complaints he made online about how his attempts to get his imac repaired went awry.
In his post blogger Arkoudos wrote that Dimitris Papadimitriadis, a 35 year old doctor problems began when he saw that there were shadows on the screen and returned it (under guarantee) to the authorised service provider, Systemgraph who identified and claimed to have repaired the issue. However, when Papadimitriadis realised that the problem had not been fixed and returned his machine once more to the company his troubles began in earnest.
On the other hand Systemgraph stated in their defence that the customer had been "rude and aggresive" and that the company had offered to repair the screen once more and was under no legal obligation to replace the machine (that being the responsibility of the store that had sold the computer). According to their statement on the AV Club forum the law suit was in response to an "organised attempt to slander and insult" the company via social media sites, blogs and forums.
This case in disturbing on two levels. Most importantly is the idea that any unwanted or disagreeble comment made on the internet can be punished with massive fines or the threat of legal action. As Papadimitriadis puts it on Twitter, "If the blogger/consumer loses (the case), then all we will be able to write in our own name will be recipes". Already freedom of expression and freedom of the press in Greece is in deep crisis with the country's Press Freedom Index ranking dropping over 30 places this year alone making it the lowest placed in the EU.
Also what the case highlights is just how weak consumer protection is in Greece and that buying any big ticket item involves a risk which most other European consumers do not have to factor in. Even when the guarantee is valid some companies are loathed to accept the costs involved with repairing or replacing faulty goods. Of course, the consumer can insist on their rights as Papadimitriadis said he did when he took his case to the consumer ombudsman but this can be a long and often futile affair and even if the courts find in favour of the customer businesses can just chose to ignore the decision.
Whatever the rights or wrongs of the case are the uproar which is currently being generated on the internet via Twitter and blogs shows that consumers do have the power retailers think carefully about how they are preceived online and remind them of the power of negative word of mouth".
That's just a ****ty deal! I don't see how they aren't obligated to fix it if they,
1.Didn't fix it in the first place,
2.It's still under a guarantee.
If they took it in to fix it, but didn't, and I took if I had to take it back again to get it fixed, I would be mad too! Even more when Macs aren't exactly the lowest priced item on the block. If I'm buying a product and a service from you, then actually do your job.
People are taking the Internet too seriously. The company I used to work for let go of me because of a facebook post, just saying that "work ****ing sucked today".
Too bad he couldn't use that first amendment right...
And.. always need to be careful what you post on the intarwebs it seems nowadays - especially if you use facebook and don't set your privacy settings correctly.
Might be dumb but this is the turn of the times. I hope the Doctor wins as he was sharing his experience with support for just the one machine. Apple is getting ridiculous after "Attenagate".
avgjoegeek said:
And.. always need to be careful what you post on the intarwebs it seems nowadays - especially if you use facebook and don't set your privacy settings correctly.
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that idea is just wrong , why the users ? why is it the people who "should" hold their mouths always ? isnt the consumer internet made for the people ?
whys it always the honest tax payer who has to back off , when unlawfulness , and tyranny appears ?
there should be an uprising and boycotts against scum corporations and companies and governments that see people as nothing but cockroaches
too bad ppl have "better" things to do , like watch football on tv , with their mouth shut
I think so and I'm about to explain why.
I switched to Verizon's HTC thunderbolt from AT&T (out of contract) and being that I pay a month up front, figured AT&T would owe me for a partial month of service. I was surprised to receive a bill for $67 from AT&T that was for 10 days of service. At the time I was busy and didn't call right away. The next month I received a bill for $403!
I called today and they stated it was $300 in ETF fees. I asked why I owed $67 for 10 days of service and got a response that if I switched service I would have to pay for a full month's of service regardless of how many days I used. I told them the FCC has guidelines to prevent big companies from doing things like that and I would not be paying them for service I didn't use. This is when they began to backpedal and say well as a courtesy we will only charge you for 10 days!?! lol, what a courtesy to actually get charged for what I used.
After an hour long conversation with the customer service manager my bill was reduced down to less than $30. I have experienced this similar type of situation with Verizon in the past after not getting good reception where they tried to charge me for a full month of service after porting over my number as well as unjustified ETF fees.
I didn't have a contract with AT&T yet for some reason they were trying to justify these hefty ETF fees that took even the manager in the customer service department an hour to fix.
I think these big cell phone companies try to bully around the consumer rather than win them over. Then claim they are doing you a favor by treating you fairly!
Hearing about the T-mobile merger I'm really starting to wonder what is going to come of the future of mobile services. I have had T-mobile service for 5 years in the past and never have I experienced these kinds of problems, the big 2 have given me.
Once T-mobile is bought out where will the checks and balances of competition be observed? I would have signed up for T-mobile service but they don't have nice phones nor the data connection speed I was looking for.
Hence the dilema, as these companies get larger they gain more power over the consumer and the manufacturer of the devices. We as the consumer have very little say in what occurs other than to sit on the phone and hope the person on the other end can "work it out" in their system.
Large corporations abusing their customers... what else is new?
I've heard these horror stories from both sides of the fence (Verizon + ATT). Just like almost every other business sector in America, customer service is going down with last night's dinner. Instead of "The customer is always right," corporations have now moved to "Get them to a position where they can't say 'no'" leaving consumers no choice but to bend over and take it or band together and sue. Pretty soon instead of labor unions we'll have consumer unions...
/rant
dbisch said:
Large corporations abusing their customers... what else is new?
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I guess the better question is how can I let the government know what happened in my situation and allow them to understand what this means for the consumer?
Or are they just getting paid copious amounts of money to justify the anti-trust situation and there is nothing we as the consumer can do to stop them?
Is there no forum for this other than BBB?
I feel like the FCC should know that both AT&T and Verizon are telling customers they have to pay for service they never receive and then when called out they back down acting like I'm getting one over on them.
Don't know what it is worth.... but...
http://fjallfoss.fcc.gov/ecfs/hotdocket/list
azwildfire said:
Don't know what it is worth.... but...
http://fjallfoss.fcc.gov/ecfs/hotdocket/list
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Thanks! I'll look into it
Well both companies have crappy service, I was a Tmo customer and hated every minute I had them. Couldnt drive home from work without loosing my call 3 or 4 times.
To tell you the truth "customer service" varies just like people are. Depends who you get, and what kind of problem you have. I have had friends that try and twist the system and complain poor customer service because they don't get their way. I have seen people with legitimate problems who don't get help because at times reps don't have the authority to fix the problem. A lot of people don't have patience like they used to have. Sometimes how you present yourself dictates the kind of service you get.
On the subject at hand... I don't think it honestly matters... Consumers have been giving up power for many years... If it bothered you that much about pricing then why bother getting service and paying for it. If people stuck to their guns instead of paying for it then prices would change faster than everyone paying for service.
BEFORE anyone cries and say they need blah blah blah for "emergencies"
ANY phone land line or cellular can dial 911 regardless if it has service or not as required BY LAW... So that's a VERY MOOT point.
If it was an emergency then what are you going to do? Text 911, or look up on the internet how to dial 911 and report an emergency?
At some point with the way things are going choices will be gone... The government will soon be telling us what we can and can't do, what services to get, and everything else imaginable... We are almost there anyway with the way people cry about this and that instead of putting their money where their mouth is.
This worked for me...
I had to call about 20 times to get them to comply with the terms. the last time I called, the call was escalated to the management team almost immediately. I talked to the man very calmly and explained the situation with him. I told him that sprint had changed the terms of my contract several times, I had the original contract in which I signed dated 9/21/2010 and I was not going to accept the new terms with their material changes. He said that sprints attorneys had already looked at the changes to the "surcharges" paragraph and they were not an adverse material change due to the fact that sprint is just imposing limits which it had none before. So I went on to explain the adverse change to the arbitration agreement which impeded my ability to pursue any wrong doing and showed sprint favoritism. I told him of all the complaints I had been researching about JAMS arbitration showing the business favoritism. He asked me to hold a minute and came right back asking if I had considered the buy back program. I told him absolutely not I was not going to loose $250 on a phone less than a year old which they would only give $95 for and expect me to pay $110 for an ETF. He said unfortunately there is nothing I can do. I replied, I am following all the terms of the contract, I stated the Provisions for breaking the contract with no ETF (material change) and again told him this new arbitration agreement which I would be using to pursue the change to the "surcharge" paragraph adversely affects me. He asked me to hold he would transfer my call to the head of his call center because his hands were tied. About 20 minutes later he came back on the line and told me he had talked to the head of the call center and he was willing to mark my contract fulfilled as of last month and set my account to cancel at the end of the billing cycle so I could port my number if I wanted. I told him that was awesome and I appreciated them abiding by our contract even though it took multiple calls to get it completed.
1. Take notes. write down the names and employee ID of all the people you talk to.
2. Make sure you tell them you want to cancel due to the material change to the terms and conditions.
3. If you get a person that seems like they are put out by having to be at work right now tell them something came up and you will have to call back later and thank them for their time. then call right back and get someone who is having a better day.
4. Tell them you do not like the fees but the change to the arbitration agreement is the material change that you do not agree with, it is because they are impeding your ability to resolve any disputes with sprint due to the changes to the arbitration agreement so it adversely affects you.
5. Do not let the persuade you into the buyback program unless you know what the conditions are and you don't mind loosing all the money you paid for your phone upfront, you will still have to pay the ETF and they don't pay much for phones ($95 max for the Epic). You could sell your phone on craigslist for more than they offer and possibly enough to cover the ETF.
6. Always remain calm and collected speak slowly and plainly, be courteous mind you manners. Talk to the employee for a minute ask where he is located and how his day is going. Make sure you are improving their mood sympathize with them. Tell them you understand they have been told what to say and they have to follow orders but someone must be able to complete this and abide by the terms and conditions. Talk to them like their on your side (reverse psychology). If I can make them laugh over something I usually have their support when the call is escalated to the next department. It definitely makes a difference if the previous employee leaves a good comment and they side with you on the account and doesn't say you are an ahole.
7. Do not let them persuade you into the buyback program unless you know what the conditions are and you don't mind loosing all the money you paid for your phone upfront, you will still have to pay the ETF and they don't pay much for phones ($95 max for the Epic). You could sell your phone on craigslist for more than they offer and possibly enough to cover the ETF.
8. If the employee does not agree the arbitration change is a material change. mention "In Cunningham vs. Fleetwood Homes of Georgia, reported at page 611 of the third Federal Reporter, volume 253, the Eleventh Circuit Court of Appeals ruled that arbitration clauses are material terms to a contract.”
9. They may offer a discount of .50 each month to offset the surcharge or $10 a month for 3 months to continue service. If you take these offers your contract will still be in full effect and you will be stuck with the new terms.
10. Get a CONFIRMATION NUMBER and keep it safe. Do not loose it just in case the employee lied which has been known to happen from time to time. check your account online and click "see my contract details" it should show almost immediately the contract is complete. press print screen and save the image at least until your final bill has arrived and is correct. I have been burned by companies which lied in the past because it does not matter what they tell you on the phone its what is in writing that counts. If they lie and you have no proof 30 days after the change you are stuck in your contract.
With a bit of luck they should let you out of the contract depending on the representative. They have no legal grounds to make you stay. If they refuse try again be persistent. I overheard the employees talking in the back ground at one point about how many times I had called over this issue. one of them even said "he is one persistent a**hole". Do not give up, if you don't find yourself making headway after 25 calls file a complaint with the BBB, FTC, FCC, your state attorney general, local chamber of commerce and your state public utility commission.
Good Luck,
Brandon
Does anybody of you return the phone to SBE Ltd. before?
SBE Ltd (Service Beyond Expectations)Unit A1-A2 Beaver Industrial Estate, Beaver Road, Ashford, Kent, TN23 7SH
https://sbeglobalservice.com/worldwide-locations/
What was the outcome?
Reviews of SBE online:
Yell (~60% of negative comments)
https://www.yell.com/biz/sbe-ltd-ashford-4846566/#reviews
Google (twice as many negative comments)
https://www.google.co.uk/maps/place/SBE+Ltd/@51.1355629,0.8657654,17z/data=!4m17!1m8!3m7!1s0x47deda4b23107a5b:0xe5cdb3c3290af8c5!2sBeaver+Industrial+Estate,+Beaver+Rd,+Ashford+TN23+7SH!3b1!8m2!3d51.1355629!4d0.8679541!16s/g/1tmbvd91!3m7!1s0x47dedb0ee0f74def:0x8c5eb7539d9cc645!8m2!3d51.1359687!4d0.8681304!9m1!1b1!16s/g/1thsqnrf
Trustpilot >750 negative reviews (13%)
https://uk.trustpilot.com/review/uk.sbeglobalservice.com?stars=1
I found those reviews SHOCKING!
After reading a few of the stories you will notice the pattern. This company operates globally since 1996!
This is an invitation to the discussion as the scale of this practice is huge!
Xiaomi, Sony, OnePlus, Huawei, Apple, Motorola, Cat and others are involved.
After reading a few of the stories you should notice the pattern. This company operates globally since 1996!
Fostel said:
I planned to return a phone that was switched on only once. It was purchased as a gift but the birthday boy did not like it.
Contacted customer service via chat the next day asking what the return procedure looks like. Instead of explaining, they started the process for me and I received the jiffy bag today.
I had a gut feeling that something is not right when I realized that the jiffy bag was posted by this SCAM company so XIAOMI UK already broke the LAW by selling my details to them (third party - GDPR).
And I mean, everything. My name, home address, email, phone number also IMEI, and the serial number of the device.
The included letter state: ‘Returning your Device for DOA Assessment’
As far as I know, DOA means Death On Arrival. I never claimed the device to be damaged in any way. It was turned on for an hour or two and put down. The condition is the same as it arrived minus a foil wrap (there were no seal stickers on the box).
• What do they play here? Is this a generic letter for a 'change of mind' return?
• Does anybody of you returned the phone to Xiaomi before?
This is an invitation to the discussion as the scale of this practice is huge!
Xiaomi, Sony, OnePlus, Huawei, Apple, Motorola, Cat and others are involved.
After reading a few of the stories you will notice the pattern. This company operates globally since 1996!
I found those reviews. SHOCKING!
https://www.yell.com/biz/sbe-ltd-ashford-4846566/#reviews
https://www.google.co.uk/maps/place/SBE+Ltd/@51.1355629,0.8657654,17z/data=!4m17!1m8!3m7!1s0x47deda4b23107a5b:0xe5cdb3c3290af8c5!2sBeaver+Industrial+Estate,+Beaver+Rd,+Ashford+TN23+7SH!3b1!8m2!3d51.1355629!4d0.8679541!16s/g/1tmbvd91!3m7!1s0x47dedb0ee0f74def:0x8c5eb7539d9cc645!8m2!3d51.1359687!4d0.8681304!9m1!1b1!16s/g/1thsqnrf
https://uk.trustpilot.com/review/uk.sbeglobalservice.com?stars=1
SBE Ltd (Service Beyond Expectations)Unit A1-A2 Beaver Industrial Estate, Beaver Road, Ashford, Kent, TN23 7SH
https://sbeglobalservice.com/worldwide-locations/
Why nobody is discussing this?!
I decided to keep this phone but this may be the last Xiaomi phone that I purchased.
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They responded to your review left on trustpilot....
I dunno...they don't look like a complete "scam" you are making them out as...there are tons of positive reviews among the completely negative -- that isn't so likely if it was a complete scam. It sucks they were given your information and details, but I don't know how they would function (as a repair/replacement company) without some of that information...
simplepinoi177 said:
They responded to your review left on trustpilot....
I dunno...they don't look like a complete "scam" you are making them out as...there are tons of positive reviews among the completely negative -- that isn't so likely if it was a complete scam. It sucks they were given your information and details, but I don't know how they would function (as a repair/replacement company) without some of that information...
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Thanks for popping in. Some of those positive reviews on Trustpilot do look fake. FYI Trustpilot can be played and many shady companies do it... daily. Also, would you write poems in reviews of the repair centre after they just did their job? I would still be upset at the manufacturer that the item broke in the first place and I had to go through a warranty claim.
I have read hundreds of reviews last night and I truly feel for people crying out their stories. They cannot all be wrong or coincidental as there is a pattern that I know full well as I learned the hard way. I lost my property and after months of chasing got another device with a different issue (somebody else's return). I sold it privately to minimise loss and moved on but many are naive enough to send it back to them again to get scammed a second time.
I am just trying to make people aware that this practice exists. Do not get scammed folks. Do your research. Peace!
Maybe the online chat was a chatbot and got the reason for return wrong. Or maybe it's Xiaomi UK's policy to have all phones returned, where the customer has changed their mind, to have the phone inspected to ensure it's still in as new condition.
Whatever the case Xiaomi UK are within their right to nominate any company to act as their service centre agent, and as such are well within data protection laws in sending relevant customer details to any third party company chosen as their agent to act on their behalf. It's exactly the same as passing on your details to a courier to deliver the phone, and I don't see any complaint about that. You will have scrolled passed something telling you these things when skipping past the Ts and Cs.
There does not appear to be a scam, nor has anything illegal happened.
It's just unfortunate that Xiaomi UK have chosen such an apparently disreputable company to act as their service centre.
Robbo.5000 said:
Maybe the online chat was a chatbot and got the reason for return wrong. Or maybe it's Xiaomi UK's policy to have all phones returned, where the customer has changed their mind, to have the phone inspected to ensure it's still in as new condition.
Whatever the case Xiaomi UK are within their right to nominate any company to act as their service centre agent, and as such are well within data protection laws in sending relevant customer details to any third party company chosen as their agent to act on their behalf. It's exactly the same as passing on your details to a courier to deliver the phone, and I don't see any complaint about that. You will have scrolled passed something telling you these things when skipping past the Ts and Cs.
There does not appear to be a scam, nor has anything illegal happened.
It's just unfortunate that Xiaomi UK have chosen such an apparently disreputable company to act as their service centre.
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You must be mad thinking that was a chatbot.
It's obvious you did not read the reviews of the people who had their property stolen/damaged/not adequately replaced/ money extorted.
In the UK, you need to consent to your details being passed to a third party otherwise, it will be a data breach. A courier or postman cannot be compared to any Ltd. company.
You've completely missed the point so I edited the original post to make it clearer.
EOT.
Fostel said:
You must be mad thinking that was a chatbot.
It's obvious you did not read the reviews of the people who had their property stolen/damaged/not adequately replaced/ money extorted.
Also, you are wrong about UK law. You need to consent to your details being passed to the third party. A courier or postman cannot be compared to any Ltd. company. You are free to send them your devices if you will.
You completely miss the point so I edited the original post to make it clearer.
EOT.
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You gave no info either way to indicate if the online chat was real or a bot. I only gave that out as a possible cause of why Xiaomi thought you wanted to return the phone because it was broken.
I've done numerous data protection courses in the UK for various companies of worked for. I know they don't need to ask your permission. As said previously this fact would have been buried in the T's and C's.
Xiaomi UK have obviously outsourced the service centre repair work to SBE Ltd. (Along with many other manufacturers) They have the right to forward relevant information to SBE to allow SBE to do the required work on their behalf.
It is exactly the same as when the phone was delivered. Xiaomi do not deliver themselves, they outsource the work to a delivery company. In order to do this, they have to give your details to the delivery company. In order for SBE to perform their duties for Xiaomi, they too require details of Xiaomi's customers they are performing the service for.
Xiaomi (and all other manufacturers) are not allowed to send customer data that is not relevant, but they are allowed to pass on data that is relevant and required to allow SBE to do the services they are contracted to perform.
The unfortunate part of all this is that it's not financially sensible for these manufacturers to have their own dedicated UK service centres. I would guess that almost all manufacturers use SBE Ltd. because their is no other company in the UK that can compete with the scale of work SBE can do. So as customers in the UK, if you have a problem within the warranty period, you have no choice but hope SBE get it right with your phone.
Now to get the point. In your case, your contract was with Xiaomi. If SBE had stuffed up your phone, whilst working on behalf of Xiaomi, then that would be between you and Xiaomi to work out. It would be Xiaomi's responsibility to deal with SBE. If Xiaomi's contractors are incompetent, that is only Xiaomi's problem to deal with.