Xiaomi isn't a bad company, by any means, but they suck at being customer oriented. That's their downfall if they expect to enter North American or more European markets.

They need clear product names. They need to communicate to communities or at least via website. They need proper support channels.

They are simply a manufacturer and not a company, at least in Western viewpoints. Not all their fault, Google is to blame for alot if their slowness, but not all of it.

Edit. That's just my opinion.