[Resolved]  Bajaj Allianz — Poor response to TV repair under extended warranty

Claim no: OC[protected]
On 11th March 2018 I purchased a TV and on that day itself I took an extended warranty for 3 years from Bajaj Finserv. The display of my TV stopped working and I lodged a claim on 16th August 2021. Subsequently your representative visited my home. He thoroughly checked the working of my TV and informed me that the LED panel had to be replaced. After that nobody has seriously attended the grievance. After contacting your representative several times, I got the information that they have uploaded an estimate and are waiting for approval from Bajaj team. He also assured me that once the estimate is approved, Bajaj will repair my TV without much delay. After this I did not receive any update for a few days. On 25th Aug I contacted you on your toll free number[protected] to know the status of my claim. After this I received a call from your technician and he informed me that you have placed an order for the replacement part and are waiting for the part to arrive. I again contacted you on 28th and 30th Aug to get an update. Your representative said that one technician will contact me in 24hrs to give me an update. I waited for 3 days, but did not receive any call from your side. Consequently I had to contact you again on your toll free number on 2nd September. Everytime I contact you on your toll free number, I have to wait till my call is connected, explain each and everything again and again, give my policy number, claim number, model number and so on to get an update. Your customer care representative gave me the number of Area manager Nitu Prasad and asked me to contact her for an update. I contacted her that day itself and she also asked me to wait for 24hrs. I had to contact her again the next day because there was no response after this. She connected my call to a technician who was a washing machine technician and said that it was a mix-up. Next day one technician contacted me and said that there was a delay in receiving spare part and said that he will cent percent repair my TV within 4-5 days.I believed and waited again.
On 9th Sep I tried to contact Ms. Nitu Prasad because there was no response from your side. I called her number 5 times but she was just cancelling my calls. I did not have any other option but to contact your toll free number again and to go through everything once again. This time they gave me a contact number of another Area Manager, Mr.Vishal Bhopale. I contacted him and explained my issue to him. Afterwards I received a call from one of your technicians and he said that my TV is non-repairable and I can opt for total loss or cash loss options.
I contacted Mr. Vishal to know how Bajaj calculates total loss and cash loss as it did not match with any of my calculations and I felt it was a bit on the lower side. He sent me the calculation but I was not satisfied by it. So, I went to your website (https://www.bajajfinserv.in/extended-warranty-tv) to check your procedure you follow if a TV under warranty is non-repairable. On your website it said - 'The CPP will replace your TV unit with a TV with similar specifications and price range if the damage to the appliance is beyond repair' . I contacted Vishal to know why replacement was not applicable for my TV. He avoided my question and said that he had already mailed me the total loss details and asked me to contact him only if I am OK with your conditions. He did not even have the patience to hear me out. I was not at all happy with the way Bajaj handled my issue and I wanted to speak to a senior manager. I contacted your toll free number last on 13th September and explained my issue to your representative. She assured me that one of the senior officer will contact me within 10-15 minutes. I waited for more than an hour for the call. As usual no one contacted me. I contacted your customer care one last time. This time they gave me the number of third level Area Manager, one Mr. Sanskar. I tried his number 9 times from two different phones. He did not pickup.
Is this your worry free service? You are requested to repair/replace it within 5 days. We have already complained in IRDAI, if it is further delayed, we will strongly expedite the process with them.