[Realme X2 Pro Guides, News, & Discussion] mjskraju:
Realme Customer Service - Unprofessional, Pathectic & Non-Existent With Any Standards

Following is my horrific experience with Realme support or customer service. Providing screenshots of the communication that I had with Realme support (my personal details like name, location is obscured for privacy reasons). There is no exaggeration or dramatization. I also read that EU X2 Pro buyers also facing issues in receiving any replies to their concerns. They even deleting most of the posts in Realme Community forum, which talks about the issues faced by buyers. My only intention is to create awareness how unprofessional & shamelessly Realme CS team operates. For me it is never about the issue with the device but the service provided, even as big as a company Samsung is, goofed up with their Note 7 device but they acknowledged & recalled it. Sorry for the lengthy post, but IMO it is necessary for all the details to be presented. But if you don't have time & to put it in one sentence, it has been 15 days since I raised the complaint on 02-12-209 (very next day I received the device) & 7 days since I sent them DOA certificate on 09-12-2019(as requested by them) that I received from authorized service center (visited 2 days, travelled almost 200km, lost 2 work days), but still no reply from them.

Update 1:

So, after bugging them on Twitter for 3 days & after I shared my experience with their survey team(I received a random call from their survey team asking how was my experience with their service center people during my visit to their service center), I was finally contacted by their Escalation team & then received an email from the so called "relevant" or "concerned" team, orders.in@realme.com (after 16 days I raised the complaint), asking whether I prefer refund or replacement. I replied them I want refund only. And the DOA certified device is picked up from me, at last (after 10 days of getting DOA certificate from their authorized service center). Now, I have to wait & see how many days they will take to to process the refund or to send a replacement device.

Taking out the long....... text of my full story(I'll attach the screen shot of the text I've removed in case any one wants to read it to kill their time :)-). But will update further as they deal with my case.

Update 2:

Still haven't heard anything from them yet. They neither issued a refund nor a replacement device. This is day 8th since they picked up DOA certified device on 19th Dec, 2019 & it has reached them as per the tracking. I just tweeted at them asking about the status.

Final Update:

After another series of tweets on their twitter handle over couple of days(27th & 28th Dec), asking what is it stopping them to provide a resolution even after DOA device has reached them, I got a call from a Service team guy (service@realme.com) on 28th December who repeated same phrase that I've been hearing since 2nd December from everyone at Realme, 'The issue has been forwarded to "Concerned & Relevant" team which is Orders team (orders.in@realme.com), and I should expect to be contacted by them very soon'. I've asked him if it does even make any sense to them in repeating same sentence over different support channels (call, chat, email & twitter) yet nothing being done and threatened them I would drag them to Consumer court (although both he & I know it was a bluff & nothing will happen to them even if I do it). Anyway, yesterday 29th December, Realme guys have initiated refund & with that I'm greatly relieved this is over (I will never ever purchase anything from them directly). Advance Happy New Year to me!!.

Apparently, their support team negligence was not limited in my case only. Here is tweet from another guy who was still waiting for refund even though his device was picked up two weeks earlier & reached Realme warehouse a week earlier (I suppose he was seeking refund from the beginning unlike me who only wanted Replacement).