Infinix · India

Infinix customer care and complaint escalation, India

Infinix customer care

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  1. ComplainLog it once, in the app.
  2. EscalateThe app tells you when and where to escalate next.
  3. ResolveTrack it until it is closed.
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Also in the app

  • History of all your complaints
  • Warranty Vault

How to escalate a complaint with Infinix

If the first response isn’t good enough, here’s the path to a resolution.

Infinix is a smartphone brand whose after-sales service in India is handled by Carl Care. For customer support, users can reach out via the toll-free number 1800 419 0525 or email service@carlcare.com. For escalations, users can contact Infinix's India-specific support email or file a consumer complaint through the National Consumer Helpline.

  1. Contact Infinix Customer Care (Carl Care)

    Reach out to Infinix's official service partner, Carl Care, for product support, repairs, and general queries.

    Toll-Free Customer Care
    1800 419 0525 Available 10 AM to 6 PM, all days (as per Infinix India website).
    Email (Carl Care India)
    service.india@carlcare.com For service and support in India.
    Email (Infinix India)
    infinix.smd@transsion.com Contact email provided on Infinix India contact page.
    Email (Infinix Store)
    infinix@infinixstore.in For order-related claims and customer support.
    • Keep your IMEI number, proof of purchase, and order details ready when contacting support.
    • If the issue is not resolved in the first call, note the complaint reference number and the name of the representative.

  2. Escalate to Infinix Grievance / Nodal Officer

    If the customer care team does not resolve your issue, escalate to a higher authority within Infinix or its service partner.

    Email (Global PR)
    global.pr@infinixmobility.com For escalation to Infinix's global team.
    Email (Support)
    service@carlcare.com General support email for Carl Care.
    • Clearly state that you are escalating the issue and request a grievance number.
    • Provide a detailed timeline of your previous interactions and the resolution you expect.
    • If you have a legal notice or consumer complaint draft, mention it to show seriousness.

  3. File a Consumer Complaint (External/Regulatory)

    If Infinix fails to address your complaint, escalate to India's consumer protection authorities.

    National Consumer Helpline
    1915 Toll-free helpline for consumer grievances.
    National Consumer Helpline Website
    https://consumerhelpline.gov.in File an online complaint.
    • Before filing, ensure you have exhausted the company's internal complaint channels.
    • You can file a complaint online at consumerhelpline.gov.in or call 1915.
    • For unresolved issues, you may approach the District Consumer Disputes Redressal Commission (DCDRC) under the Consumer Protection Act, 2019.

Tips for a stronger escalation

  • Always keep records of your purchase, warranty, and all communication with the company.
  • Be polite but firm; clearly state the issue and the desired resolution.
  • Use written communication (email) for formal complaints, as it creates a paper trail.
  • If you contact via phone, note the date, time, and the name of the representative.
  • Escalate to a higher authority if the initial response is unsatisfactory or delayed.
  • For unresolved issues, file a complaint with the National Consumer Helpline within the applicable limitation period.

Stop chasing emails

Log the complaint once in the Simply C2 app and keep every escalation step, date and reply in one place.

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