| Address: | A K D Plaza , J I, 1ST FLOOR, 55/4F, PLOT NO. 06, Landmark opposite Vijay -Mahal Society Near Mira society Salisbury park, GULTEKDI, PUNE - 411009 |
Dear Sir,
I purchased an extended warranty from Jeeves for my Samsung Microwave when I brought it from Flipkart.
I raised an issue with my Samsung Microwave Oven on 1st September 2022. Its Claim ID is CLEWM[protected]. After that, it's been more than one month since I am following up with Jeeves, but with each call, I got different replies and different promises which never getting fulfilled by Jeeves.
1st September: Raised issue about Samsung Microwave over display and touch panel problem.
From 4th September to 7th September I got 4 calls from different Technicians for problem explanation and visit. And it irritated me to explain the same problem to each of them.
8th September: The technician visited, and confirmed that Jeeves will replace the required electronic part. But he was getting some issues with the claim. Instead of showing free part replacement, some amount was getting shown. But he told me that there might be some issue with the server and he will get it sorted out.
9th September: I called Jeeves customer care to check the status of the ticket. And they told me that resolution is in progress and the issue will be resolved within a week.
17th September: As there was no communication from Jeeves, I again called Jeeves customer care. But this time customer care told me that because of the physical damage mentioned by the Technician, they can not cover the part. But there is no physical damage. Then customer care escalated the issue and asked me to wait for 2 working days. Then I called the Technician to confirm what he mentioned, and he told me that he didn't mention anything related to physical damage. So I requested Technician also to check and get this issue resolved.
24th September: Again there was no communication from Jeeves, so I called customer care again. Now This time they told me that Part can't be covered in this extended warranty. I asked why this is not covered, it's an electronic part. But I didn't get any satisfactory reply. I asked them to transfer calls to a higher department, and they told me that they don't have call transfer facilities. And they told me that they will again escalate this issue and I will get a resolution as soon as possible.
4th October: Again there was no communication from Jeeves. So I again called customer care.
Call 1: Customer care told me that the total claim amount is Rs. 4233 and the maximum that can be claimed is Rs. 3833. That's why the ticket got canceled. I asked why it was not informed me before. And customer care told me that I need to pay Rs.400 to get the part replaced. I agreed, and I requested to get the part replaced as soon as possible. So customer care put my call on hold to fill in the required information, but after some time call got disconnected from the Jeeves customer care side.
Call 2: I called again to customer care, and this time again they told me that the part is not covered as per the extended warranty policy. So I opened an extended warranty policy document and started reading over the call. Then I again asked customer care, "Now tell me where is written that this part is not covered ". Then customer care agreed that it was a mistake from their side and part should be get covered. They will further escalate this issue to the higher department and I will get a resolution within 2 working days. I mentioned that till now I didn't get any communication from Jeeves and how this time they will provide a guarantee that Jeeves will contact me and get this resolved in 2 days. And customer care assured me that Jeeves will contact me within 2 working days. I intimated that if I didn't get any reply in 2 working days, then I will be going to raise a Complaint to Consumer Court. Even though I requested to provide higher department contact or transfer the call to them, I didn't get anything from customer care.
8th October: As expected, again Jeeves does not care about the customers, and no one contacted me, no SMS, no communication. I again called customer care, and this time they told me that a new claim needed to be raised and the previous claim for canceled. I asked for a complete report, why it got canceled and why it is not getting resolved for the past 1 month and why Jeeves is not communicating anything to me. I didn't get any answers for this.
Now a new claim has been filed and again we are back in the same loop. And I am sure that with new claim also nothing going to change.
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