Jeeves Consumer Services — Jeeves / Flipkart CMP Claim Denied Replacement & Misleading Refund Policy for Damaged Phone

Address: Jeeves Consumer Services Pvt. Ltd Buildings Alyssa, Begonia & Clover, Embassy Tech Village Outer Ring Road, Devarabeesanahalli Village Bangalore 56010

I purchased a mobile phone (POCO X6 5G) worth ₹15, 275 from Flipkart (Invoice Number # FABA6D[protected]) (Order ID: OD[protected] on[protected] along with a Complete Mobile Protection (CMP) (Invoice Number # EAAAAB[protected] plan provided by Jeeves/F1 Info and underwritten by Bajaj Allianz General Insurance. The CMP invoice numbers are EAAAAB[protected]Warranty) and EAAAAB[protected]CMP) dated 28-Sep-2024.

Due to an accidental screen/glass damage, I raised a claim (Claim ID: CLAFLK[protected]) on 22nd May with Jeeves. I clearly submitted photos and issue details before pickup, yet they asked me to pay a ₹1000 processing fee, promising repair or replacement as per the CMP policy.

After multiple follow-ups and days of delay, Jeeves declared my device as Beyond Economic Repair (BER) and offered a meager 40% cash payout, without returning my device, and denied replacement — despite the CMP policy stating that in BER cases, the company may offer either replacement or cash payout, and gives users the option to get the unrepaired device back if refund is declined.

My issues with their response:
CMP policy violation – Replacement option has not even been considered or justified.

Forcing device forfeiture for 40% refund is not mentioned in the official T&Cs.

Processing fee collected despite knowing damage assessment could’ve been done upfront.

Repair cost estimate never shared, though policy says BER applies only if repair 40% of product value (₹6, 110 in my case). Screen replacement usually costs less.

Unfair trade practice – The CMP plan is marketed as worry-free protection, but the service is misleading and exploitative.

I’ve tried escalating to Jeeves, Flipkart, and Bajaj Allianz, but there is no fair resolution yet.

Expected Resolution:
Provide a replacement device of equivalent value/features
OR

Offer a justified full refund (not just 40%) and return the unrepaired device if refund is declined.

Refund of ₹1000 processing fee, since the issue was already evident before pickup.

Compensation for time lost and harassment.

Please treat this complaint urgently and direct the involved parties to honor the policy terms and protect consumer rights.

Currently, my device is returned on 1st week of June and no refund option.

Thank you,
S. Akhilesh
[protected]
[protected]@gmail.com