[Resolved] Jeeves Consumer Services — Repair of Blaupunkt 43" LED Smart FHD TV under Extended Warranty

Raghavendran Bhaskaran

from Chennai, Tamil Nadu

Address:

Door No. 6A, Karnan Street, Kodambakkam, Chennai - 600024

I bought a Blaupunkt 43" LED smart FHD TV from Flipkart with 2 years extended warranty in 2018. During my purchase, I assumed that the extended warranty will be with the TV manufacturer instead it was with Jeeves Consumer Service.

On 8th July 2020, my TV went faulty by playing only the audio and no display. I tried calling the TV manufacturer for service (thinking the extended warranty was with them) but there was no response from them. After reviewing the warranty certificate received from Flipkart during purchase, I called the Jeeves Consumer Service for servicing my TV under extended warranty. Though, I received the Claim ID in my registered mail ID and mobile on 15th July 2020, I did not receive any further communication.

After repeated follow up with Jeeves for nearly a month, one of their executive stepped in to help and arranged for raising a new claim ID (CLJP[protected]) on 10th Aug 2020. Following that claim ID, I received communications about technicians visit and a technician also visited for service on 12th Aug 2020. After checking the complaint, the technician told me that a board has to be changed and will come again to replace the board once they receive part which would take 10 to 15 days.

After 15 days, I called Jeeves for the status and I was told that the procurement of the part was initiated on 13th Aug 2020 and will take 15 to 30 working days (excluding Sundays) which is supposed to be on 16th Sep 2020.

Since there was no communication post 16th Sep 2020, I again called Jeeves for the status and I was told that the procurement of the part is in progress and will take 15 to 30 days (excluding Saturday & Sunday) which is supposed to be on 23rd Sep 2020.

As usual there was no communication post 23rd 2020, I again called Jeeves for the status and this time I was told that procurement of the part is handled by Branch office (in Chennai) and I should only contact the technician for status.

So, I called the technician who had visited earlier for the service. After checking the status of the procurement, he informed that the procurement is kept on HOLD and there are no other details available. I was also told that for any further details I should only contact the Claims Team ([protected]@jeeves.co.in).

Yesterday (28th Sep 2020), I wrote a mail to Jeeves Claims and yet there is no response from them.

Please be informed that I had been patient enough considering the ongoing pandemic scenario. Yet, the behavior of Jeeves Consumer Service is truly annoying.

As it has been more than 1-1/2 month wait, I request you to kindly step-in to arrange for a valuable service of my TV by replacing the faulty part (or) for a free replacement with a brand new TV.

Jeeves Customer Care[protected]
Jeeves Chennai Branch Office[protected] / +91-[protected]

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Nov 10, 2020

Complaint marked as Resolved

I repeatedly followed up via email to Jeeves every week. The replies would often be like "Escalated to the concerned department. Kindly provide us sometime. Our team will get back to you soon." But, nothing happens on its own. Keep writing to them unless they provide you a realistic timeframe to resolve the issue. After multiple follow up, Jeeves revealed that they could not arrange for the parts and the TV is neither repairable nor replaceable and hence they are initiating a refund. In order to get my refund approved, I followed up with the Jeeves through email repeatedly until I received a mail from there Extended Warranty Team stating that the refund is approved, the TV will be picked up in 2 business days and refund will be paid within 8 business days post pick up. After that everything went smooth as per there commitment. But, it took nearly 4 months of my time.

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

Oct 05, 2020

Updated by Raghavendran Bhaskaran Post mail on 28-Sep-20, I sent a reminder to Jeeves Claims Team and received a reply that once parts are received technician will fix the issue as soon as possible. I again wrote to them asking for a commitment on a date on or before which they will fix the issue, as they have exceeded there normal time for part procurement. I received a reply from them that the delay was due to part pending and once received engineer will fix the issue at the earliest.

Till now, Jeeves is not committing a date and they keep saying the part has to be received. I do not think there is any active follow up by them for the part. Enclosed the mails sent and reply received for your reference.