I am writing to express my extreme dissatisfaction and disappointment with the services provided by Flipkart & jeeves.
I am writing to you today to address a matter o[censored]tmost importance regarding my Complete Mobile Protection plan for Motorola Mobile, which I purchased on March 8, 2023, and registered under the reference number CMFKGR[protected] on July 8, 2023.
After a week of time, Jeeves returned my mobile due to Lidquid Damages were not applicable as per my Mobile protection plan.
Then, I sent a mail regarding my mobile complete protection plan covering the Liquid Damages (LD) and I spoke with their customer care, They logged a new claim ID: CLCMR[protected]. Again they agreed to pick it up. After receipt of my mobile at their end, they asked for the processing fees of Rs.1000. I asked for the proof of photos for LD.
They sent the photos and specified that water was entered.
I paid the amount of Rs.1000, and after a week of time, Jeeves wrote a mail that your mobile was unable to be repairable Hence, a 70% refund amount.
I kindly requested a replacement for my mobile device with the same features, in accordance with the terms and conditions outlined in their policy. However, I did not receive any response to my initial request. Instead, I have been informed that my claim has been approved for a 70% refund, citing that my device falls within the 5-8 month range for coverage.
I would like to bring to your attention that, in accordance with their Terms and Conditions, I am entitled to either a replacement mobile device or an 80% refund, with an already paid processing fee of Rs. 1000. This policy is in place to ensure fair treatment for customers like me who have faced extended delays and inconveniences due to issues.
In the above instances, very surprising that Jeeves was not responding properly, then I contacted Flipkart, but they simply told me that we were not supporting this. This issue will be cleared by only Jeeves, Flipkart is not responsible. But I had sent all emails cc to Flipkart too. I used their platform and Jeeves was also their sister concern and also Flipkart only recommended Jeeves for a mobile protection plan, but Flipkart has not taken responsibility.
Regrettably, I have been experiencing severe service delays and a considerable loss of time, spanning approximately three months, as a result of the subpar service provided by both Flipkart and Jeeves. This has caused me significant stress and financial loss, as I have been forced to purchase a new mobile device out of necessity.
I implore you to review my case thoroughly and provide a prompt resolution in accordance with your own policies. I believe that a fair resolution, such as a replacement mobile device or an 80% refund with the specified processing fee, is both reasonable and in line with your terms and conditions, please see the link of tnc https://www.flipkart.com/pages/complete-mobile-protection-tnc
I sincerely hope for your immediate attention to this matter, as it is of the utmost urgency. I trust that you will prioritize customer satisfaction and adhere to the commitments.
Thank you for your prompt attention to this matter in advance. I eagerly await your response and resolution to this issue.
Sep 19, 2023
Complaint marked as Resolved Dear team,
I am writing to express my deep frustration and disappointment with the ongoing handling of my complaint, which has been dragging on for over three months since July 8th. During this time, I have engaged in numerous email exchanges and phone calls with both Flipkart and Jeeves, yet there has been no satisfactory resolution to my issue, raising serious concerns about the customer service provided by both companies.
I want to emphasize that there are clear and explicit terms and conditions established by Flipkart, Jeeves, and F1, which should be followed with a high degree of responsibility by both parties. To provide a clear timeline of events:
On July 8th, I initially registered a complaint regarding my Motorola mobile, which I purchased on March 8th.
Jeeves arranged for the pickup of my mobile, which was returned to me after a few days. At this point, Jeeves cited liquid damages as the reason for not covering the repair under my mobile protection plan.
Despite numerous communications and providing screenshots of the terms and conditions, Jeeves was eventually compelled to accept their responsibility.
Subsequently, a second pickup was arranged, and I was informed that I needed to pay a processing fee of Rs. 1000 as per the terms and conditions, which I promptly paid and communicated via email.
To my surprise, Jeeves later informed me that my mobile was irreparable due to water damage, requesting photographic proof. Notably, during the first diagnosis/service of my mobile, liquid damages were already mentioned.
It appears that Jeeves is more interested in collecting additional fees than providing the intended service, which is concerning, especially given that Flipkart exclusively offers this mobile protection plan, and Jeeves is a sister company of Flipkart.
Jeeves subsequently stated that a 70% refund would be provided, but as per the terms and conditions, 80% should be refunded within four months. Despite my mobile protection plan commencing on March 8th and the repair complaint being registered on July 8th, Jeeves has not responded adequately.
I reached out to Flipkart for assistance, but they informed me that they are not responsible or accountable for the issue and advised me to contact Jeeves directly. Consequently, I filed a consumer complaint against both Flipkart and Jeeves.
After two days, Flipkart proposed a 70% refund, which I declined. Instead, I requested an 80% refund in accordance with the terms and conditions and the refund of my Rs. 1000 processing fee. Ultimately, Flipkart agreed to a 10% refund, with the remaining 70% to be handled by Jeeves, leading to the closure of the complaint on the consumer complaints portal.
On September 11th, Flipkart returned Rs. 1604 to my Flipkart wallet, and I agreed to close the complaint. Subsequently, I also provided my bank account details for the 70% refund. However, Jeeves informed me that my mobile had been returned and that the 70% refund could not be processed due to non submission of bank details on time. I promptly sent an email to address this issue to again.
Today, I was surprised to receive a call from a Jeeves customer executive who claimed that due to non-payment of processing fees, my mobile had been returned. After arguing my case, she confirmed my payment and stated that they were ready to process the refund. However, she mentioned that I had not confirmed the 70% refund, even though I had done so via email on September 11th.
She attributed these issues to technical problems but assured me that they would be resolved, with the refund expected within 7 days, attached screenshot for your ready reference. However, I would like to point out that as per the terms and conditions, it should take 7 working days. She insisted on a 7-day timeline starting from today. Attached customer executive recorded conversion is attached herewith for your realisation.
Last 3 months Flipkart and Jeeves wasted my time, but now simply escaped the reason saay that "time".
I have diligently recorded and documented each and every conversation and email exchange throughout this ordeal. Despite my efforts, it seems that Jeeves is evading its responsibilities in an unethical manner, contrary to the expected conduct of a premium corporate entity. This prolonged delay in service has compelled me to purchase another new mobile, causing unnecessary stress and wasting valuable my time.
I hope I have conveyed the details of my interactions clearly. Unfortunately, I have little hope that Jeeves will resolve this issue in a satisfactory manner. I am urgently seeking a resolution to address my disputes. Should both Flipkart and Jeeves fail to resolve this issue, I am prepared to escalate it through various open channels, including consumer court and social media, to seek a resolution for my long-pending issues.
I sincerely request your immediate attention and intervention in this matter.
Sincerely,
S Pratheepa Praveen Kumar
9952463999
Flipkart customer support has been notified about the posted complaint.
