[Resolved]  Flipkart — Flipkart & jeeves - regarding complete protection plan

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