| Address: Jeeves Consumer Services Pvt Ltd., Bangalore |
I made a claim for accidental damage for mobile on 24th November 2020. Requested documents were submitted on the following and were approved on the same day. Further, I made a payment on 26th November against processing fee. Since then no communication was made from their end except when I contacted their customer care executive. When I asked for shipping information (pickup consignment ID) none of them provided but kept on asking me to wait for two more days every time when I reached them. Later on 12/12/2020, one of the executives provided me with the pickup consignment number through which I learnt the pickup was already cancelled on the very first day, without my consent stating the incorrect reason. On 16/12/2020 claim got cancelled without re-attempting a pickup, even after my request to reschedule pickup which allowed as per companies term. After constant follow-up and explanation Mr Dhivakaran (Jeeves executive), in the mail dated 17/12/2020, agreed to re-register a new claim waiving of the processing fee and requested and requested to share the screenshot of payment made earlier. Very next day a different executive (Ms Renu Priya) handled the issue and informed that my claim had been cancelled stating that pickup team was unable to reach, whereas it seems no pick up has been arranged. On sending mail explaining scenario and seeking clarification, she kept sending same template mail in response. On sending mail again repeatedly they state the forwarded the case again to the concerned team seeking more time. It has been almost a month since I registered claim and mobile complete protection plan is about to expire (on[protected]. They did not manage to resolve the issue.
Adding to this, there is no proper channel to contact team involved. The tele-caller team that I contact is not empowered to resolve the issue, instead acts a medium to convey messages. There is no single point of contact, whereas when several executives handle the issue they never the history and didn't show the intention to resolve.
Jeeves Consumer Services customer support has been notified about the posted complaint.
Jan 13, 2021
Updated by csk031911 Jeeves consumer services claim that I didn't respond during pickup. In contrary, It has been noted in consignment tracking records that customer has cancelled pickup very first day (27th November), which one won't normally do after paying a processing fee and with a broken device with gadget insurance. It should be noted that further pickup was not attempted
Further, On 11th December, I received a text message requesting an immediate response within 24 hours for arranging pickup and to avoid claim cancellation. On contacting immediately and confirming pickup, Jeeves failed to reschedule pick up and continued to claim that I didn't respond to pickup. When asked for rescheduled pick up tracking details, They responded with irrelevant emails.
During one of the calls, Executive - Mr Rakesh, misled me, providing me with incorrect information. He provided tracking details ([protected] - Ecom Express), which irrelevant to me.
When requested for the proper reason, Jeeves failed to respond to my emails for long period and later respond with template message they posses.
Jeeves now claim that they are unable to register a claim beyond validity, whereas they failed to process the claim with one month time available earlier.
