Post updated July 4th, 2014 at 09:36 pm
Xiaomi Malaysia held its latest round of flash sales yesterday, offering 7,000 units of the Mi 3 and 10,000 small Mi Power Banks. As usual, the products sold out insanely quickly (35 seconds this time), while the company will be releasing the Redmi 1S in next week’s flash sale.
Hoever, it appears that there were some complications that appeared from yesterday’s sale. Those who successfully purchased products at yesterday’s sale found a disconcerting “Payment error” notice in their order page today.
This issue does not appear to be an isolated issue, as complaints flooded Xiaomi Malaysia’s Facebook page with queries on the sudden change in their orders. Many pointed out that despite the “payment error” notice, the payment charges have already been included into the customers credit card charges.
From these comments, it also appears that many more are contacting Xiaomi’s hotline about the issue rendering the service almost inaccessible. At the time of writing, Xiaomi Malaysia has not released any information regarding the payment error issue. So far, Xiaomi Malaysia’s representatives have only responded to most of the queries on its Facebook page, requesting customers to send an email to its customer service team.
However, the issue appears to slowly be resolved, and appears to be one that stems from a pretty odd issue. Those who are affected by this issue appear to have left out “Malaysia” in their delivery address, which prompted the error. To rectify this, a Facebook user says that a call to the customer service hotline and request to include “Malaysia” into the delivery address would solve the issue.
In addition, it also looks like Xiaomi is fixing this issue themselves. A Facebook user posted on Xiaomi Malaysia’s Facebook page that his order status has now changed from “Payment Error” to “Shipped”, indicating that the company is already rectifying the issue internally – even if it is still keeping its lips sealed on the issue.
Hence, for those who are still seeing “Payment Error” notices in yesterday’s orders, perhaps it is a good idea to wait until the end of the day to see if it changes by itself. Otherwise, a quick call to Xiaomi’s customer service hotline should do the trick. It could also be useful to check on Xiaomi Malaysia’s Facebook page from time to time to see if other customers’ orders have been rectified.
[Update @ July 4, 5:30pm] A Xiaomi representative has responded to our query, and mentioned that to date, the affected orders are not as many as it is made out to be, and these orders are in fact being rectified as we speak.
[Update 2 @ July 4, 9:35pm] Here’s what’s inside the emails sent out to customers who complained via the online customer service:
We are so sorry about this issue.
PLease don’t worry and our engineer is solving this now.
If you have already paid successfuly,please wait for a while and we will update in the system soon.
Thank you so much for your understanding and cooperation.
Should you have any questions, please feel free to contact us.
Have a nice day!
Xiaomi Malaysia Customer Service Center
More: Xiaomi Malaysia (Facebook)