Submitted by: Prabartika Sahoo
Complaint Details:
Dear Sir/madam,
I had taken total protection plan for mmy handset Redme 4A which suffered a liquid damage. Till now I have not received my handset and Oneassist has closed the service request without returning my handset.
I had lodged a liquid damage claim and submitted documents on 12th June and clearly mentioned, there is speaker issue where as all other parts are working fine.
On 28th June, the device was picked up and then the harassment started.
I got a mail that my phone is not getting switched on and hence nothing is working. It is a case of BER ( which I heard from Oneassist for the first time in the whole process) and repair estimate is INR 6122 for INR 6000 mobile which had only speaker issue.
I was given two options, to claim refund of INR 3799/- after submitting documents or take the handset back without repair with 15 days.
When I asked for an explanation that it was working fine and how it’s not getting switched on, I got a reply that these are the general issues in liquid damage. It means it’s not specific to my mobile and still, I will have to pay for it.
When asked about what is this BER case and why it was not informed while explaining the policy, it was told that I should have checked the FAQs and terms and conditions. But then why the custoner care executive didn’t tell even once that I should check the terms and conditions before making the payment. Rather immediately they wanted me to make payment.
After several mails and phone calls, i didn’t get proper reply. Every time I was told that I will receive a call within 48 hrs, but it never came. Being frustrated when I asked to send my mobile back without repair and refund amount and I had asked well within 15 days, I didn’t get any reply, but I was getting continuous emails for submitting documents to claim the refund.
After that when I called to check why my handset is not returned, I came to know my mail was read after two days of completion of dead line and then was ignored since the deadline was over. Even if it’s their mistake, I will suffer.
After 14 emails where I have got reply only 4 that too not with any satisfying answer, then around 40 phone calls, their executive told that I can’t get my handset back as I didn’t confirm within 15 days.
When I shouted and asked him to read the emails that I had written, he accepted that my mail was read on 17th July which is after 15 days.Even though it is their fault, but they canceled my request to return my handset.
After that, it was told to me to sent an email to settlementdesk@oneassist.in and I will get my handset back within 4 days, but still, there is no reply after so many days.
Finally, I got a mail 3 days before which states that my service request is completed and OneAssist is happy to repair/replace my handset and I had to provide feedback. Now you tell me what feedback should I give..!!! Don’t serve.
This kind of harassment and negligence has become intolerable and is getting into my nerves. I want my handset back irrespective of it is repaired or not. I feel utterly disgusted with such kind of careless attitude.
So I request you to do the needful action as soon as possible.
Thanks & regards
Bhabagrahi Sahoo
Membership ID: 1001440070
Customer ID: 2091758
Claim request no: 2068147