Jeeves Consumer Services — marq led, sla violation as per policy document

PratikshaSingh

from Pune, Maharashtra

Address:

Pune, Pune, Maharashtra, 411014

Marq led tv - flipkart order id : od[protected],
Complete protection policy id :jpp0ffk2047680 valid from july 01 to june 30 2022
17th oct 2019 9 30 am - claim registered with [protected]
17th oct 2019 1:01 pm - received sms on [protected] regarding ticket registration - ticket id 9j17-37925pusc[protected]

Putting below points based on my telephonic discussion with mr. Dadapeer on cp policy from jeeves. Request your team to check on below and revert on mail.

- we got a mail & call on nov 5-4-17 pm stating that - "we are not able to get the product repaired due to unavailability of some parts. So please share the below requirements for refund". As per the policy document - if repair is not possible refund will be issued as per the clause. However in this case - you have mentioned part not available which means though the product is repairable - jeeves is unable to service our request due to unavailability of parts. Marq tv is recently launched and it is highly impossible that there is no spare available in the market. Clearly here we are not satisfied with the solution offered.

-we had been informed on 5th nov that refund will be processed - which is 50% of the purchase price due to non-availability of part. Few points to highlight - right from the time we raised a claim, no engineer came to our place for repair purpose, no phone calls from jeeves stating that service can or cannot be fulfilled, no information on the status of the claim & suddenly on 5th nov we get this email / call informing that refund will be processed as repair is not possible. There is no other solution on this & customer should accept this.

-as per clause p of the policy document - there has been a violation of the service level agreement & effectively the resolution provided should be based on service recovery policy in the said clause. Attaching the policy document with terms & conditions.

We have been compelled to take 50% refund amount - whereas here clause p should be applicable as per policy document.

On calling jeeves customer services - they bluntly told me yesterday that no one is going to respond on my email & that their solution will not change.

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Jeeves Consumer Services customer support has been notified about the posted complaint.

Nov 11, 2019

Updated by PratikshaSingh On Nov 7 - I received a call convincing me to proceed with the 50% refund amount.

When I asked the executive - That the product is newly launched then how come the replacement part is not available. To that -- She confirmed to me - the replacement of damaged part will cost almost 80 % to 90% of the product value. Hence Jeeves is advising us on take 50% refund. Therefore in this scenario repair has not been done intentionally considering the cost of the repair to be borne by Jeeves and not due to unavailability of the damaged part. This is clearly conflicting with your policy terms and conditions which states in case repair is not possible only then refund will be initiated.

Again I am re-iterating that - I am not satisfied with the resolution at all. Referring to clause "P" as per your terms & conditions in the policy document - there is a clear breach of SLA in this case. Please action on the next step considering the facts I have provided. To my surprise none of your executives who phoned me were able to explain me clause "P" - few of them even agreed with my explanation.

I was assued on a call back by Executive - Ayesha . But as expected - No call/ No further discussion