POCO · India

POCO customer care and complaint escalation, India

POCO customer care

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

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How to escalate a complaint with POCO

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

POCO is a smartphone brand in India. For customer support and grievance escalation, POCO provides a toll-free helpline, email, and a grievance escalation matrix. If issues remain unresolved, consumers can escalate to the National Consumer Helpline or file a complaint under the Consumer Protection Act, 2019.

  1. Contact POCO Customer Care

    Reach out to POCO's official customer support via phone, email, or chat for initial resolution of your issue.

    Toll-Free Customer Care
    1800-103-6286 Official POCO India support number (from POCO India website).
    Alternate Customer Care Number
    1800-572-7626 Listed on third-party sites and POCO service center pages.
    Email Support
    service.in@poco.net Official email for POCO India support.
    Chat Support
    https://www.poco.in/grievance Chat option available on POCO's grievance page.
    • Keep your invoice, IMEI number, and details of the issue ready before contacting.
    • If the issue is not resolved, ask for a complaint reference number.

  2. Escalate to POCO Grievance Officer

    If customer care does not resolve your issue, escalate to POCO's grievance redressal team as per their escalation matrix.

    Grievance Support Page
    https://www.poco.in/grievance Official page for grievance escalation and status tracking.
    Email Support
    service.in@poco.net Use this email to escalate to the grievance team.
    • POCO's grievance page mentions escalation to Head of Customer Service with a response within 24 hours.
    • If you have a complaint reference number, mention it in your escalation email.
    • Check the status of your grievance ticket on the same page.
    We can draft this escalation for you →

  3. External Consumer Forum / Regulator

    If POCO fails to resolve your complaint, escalate to India's consumer protection mechanisms: National Consumer Helpline or file a complaint with the Consumer Commission under CPA 2019.

    National Consumer Helpline (NCH)
    1915 Toll-free helpline for consumer complaints in India.
    NCH WhatsApp
    8800001915 WhatsApp support for NCH.
    NCH Email
    nch-ca@gov.in Email for National Consumer Helpline.
    NCH Website
    https://consumeraffairs.gov.in/pages/nch Official NCH page with details.
    • You can also file a complaint online through the e-Jagriti portal (as mentioned in consumer forums).
    • For unresolved issues, consider filing a case with the District/State/National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
    • Keep all documentation, including communication with POCO, for evidence.

Tips for a stronger escalation

  • Always keep a record of your purchase invoice, warranty card, and all communication with customer support.
  • Clearly state your issue and desired resolution (repair, replacement, refund) when contacting support.
  • If you escalate, mention previous complaint reference numbers and timelines.
  • Use written communication (email/chat) for a paper trail; if you call, note the date, time, and agent name.
  • If the company does not respond within a reasonable time (e.g., 30 days), escalate to the National Consumer Helpline or consumer court.
  • Check if your issue falls under warranty or consumer rights before filing a formal complaint.

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