Jeeves Consumer Services — Promised Service denied

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L-169, 13th Cross, 5th Main,, Sector - 6, HSR Layout,, BANGALORE, KARNATAKA, 560102, IN-KA ([email protected])

Hi
I am filing this posting this after raising multiple requests with Jeeves service provider in order to repair myrefrigerator.
I bought a “Whirlpool 292 L Frost Free Double Door 3 Star Convertible Refrigerator” on 2nd October 2021. I had also bought an add-on of “Complete Appliance Protection (3 Years)” of Jeeves service from flipkart. After using the refrigerator for 1 year and 4 months I started facing a cooling issue in my refrigerator. The lower part of the refrigerator was not getting cooled and the upper compartment of the refrigerator was freezed. Later while investigation was done by Jeeves executive we got to know that the cooling equipment was frozen and due to the ice formed in the cooling equipment of the refrigerator the air vents were blocked due to which there was no cooling in the lower compartment. Please see the attached picture which shows the frozen equipment.
Jeeves has found out a way to avoid giving refunds to customers that they promised in their extended warranty product. They say that they would attempt to repair the product first and if not repaired they would proceed for refund. But they close the ticket by replacing some part of the product. When we ask them that the product has not been repaired they log a new complaint and mention that since this a new complaint the product is assumed to be repairable and they would again attempt to repair the product. It's been more than 6 months that my product is damaged and they are not processing my refund. When I reach out to the support they just give fake assurances and delay the issue. Below is the detailed explanation about the service that I have been offered by jeeves since the last 6 months.
CASE #1
CASE ID: FLRW-AD3MG8-DWDG49-3OKBB8-CC5063Y
I raised a complaint on 24th March by calling the Jeeves Customer Support. A technician visited my house and mentioned that a part had to be replaced and he ordered the part which would take 21 days to be delivered. After 21 days, on 14th April the technician revisited and replaced the part and left. The case was closed without confirming whether the issue was resolved or not. I was facing the same issue but when I called the technician he mentioned that it would take 2 days for the ice to melt and the refrigerator to work properly. He mentioned to turn off the refrigerator for 2 days and then use it. We turned the refrigerator off for a week, the ice melted and then we turned on the refrigerator. After a couple of weeks I started facing the same issue again. The ice was formed again and the issue still persisted. When i called the jeeves customer support they logged this as a new complaint even after mentioning that this was the issue faced in the previous case.
CASE #2:
CASE ID: FLRW-2CP52L-PND7ZM-6VWMNU-436K939
The Support team logged the complaint as a new request on 4th May. Again a technician visited my house and ordered another part, which again took more than 21 days to get delivered. The technician replaced the part on 4th June and left. The case was again closed without confirming whether the issue was resolved or not. The technician again mentioned that it would take a couple of days for the ice to melt, so turn off the refrigerator for a few days and then use it. I did the same and a couple of weeks later I started facing the issue again.So I reached out to the support again and mentioned to reopen the previous case or atleast link it as a related case. But they opened a new case.

CASE #3:
CASE ID: FLRW-ER0IIQ-UG4EX2-8ESU4T-79ORKWL
The support team logged the complaint again on 19th June, but since I had faced the issue repeatedly I asked what would be the process for refund. They mentioned that if they were not able to repair the product they would proceed with a refund. I mentioned that I had already faced this issue twice and it has not been resolved. They mentioned that this time it would be 100% resolved and they would escalate this issue so that it could be done properly. The technician replaced another part this time and the case was closed on 7th July. As usual, I faced this issue again.The support person told me that there was no response to the previous escalation or refund related query, which might be a technical issue. He told that he would raise a new request again and this time it would be resolved. Every time I called the Jeeves Service center, a new person would pick up the call, create a new ticket, and assure that this time the issue would be resolved. But I was continuously facing the issue despite multiple
complaints.
CASE #4:
CASE ID: FLRW-CSG4Z1-C3UOBO-S9EB5B-25IT1F
The support team logged a new complaint on 17th July. I told the executive that I don't want service, I want to proceed to refund. They mentioned that this is logged as a new ticket so they would attempt to repair first and then if not possible then they would refund. But i insisted so he mentioned that he would send a mail to their backend team which would approve my refund. He told me to call back after 2 working days to check the response. The technician came and replaced another part on 30th July and left. I started facing the issue again. So I mailed to Jeeves mentioning that I had made multiple complaints about the issue with my refrigerator but since its not getting fixed please process for refund. I called the support to check with the executive on the refund query that the previous executive had mentioned. This executive said that she couldn't see any such mail. She mentioned that she would send a request and I could get an update in 2 days.
CASE #5:
CASE ID:FLRW-BOX924-4R52XZ-7RWBDM-5H863E4
I refused the technician to order any part since the jeeves support was closing the ticket by replacing it. I kept on calling the support and mailing the support of Jeeves. Every time they mention that no request for refund has been made and it might be a technical issue that they are not able to see an update. They say that they would escalate and update me within 24 hours, 2 days, 3 days, but I don't get any update.
Even when I call back they mention some technical issue and refuse to process for refund. Since I demanded a refund but not a repair this complaint was closed without my consent.
I am helpless here and I feel pathetic that in spite of buying a premium service for extended warranty I need to go through all this trouble.