[Resolved]  Jeeves Consumer Services — SLA Breached 30 Days Company not giving refund as per policy

Address:

142/4 Patel Nagar near Yadav showroom Vijay Nagar indore

Complaint against:- Jeeves consumer services Private Limited

I have purchased product on Oct 2020 Samsung smart led tv with 3 year full protection plan by Jeeves Consumer Services

15 Aug 2023 i have faced issue on tv restarting multiple times, as per policy i have called to jeeves customer care they registered my claim no below received on text,

The technician visit for your led tv with Claim ID FLRS-4UNYAZ-1I7M64-U9GQXF-1YMYGFF has been completed.

3 days time given and 3 rd day Mr Ashish ji came and check Tv Told me your tv mother board is faulty and share documents of invoice and policy documents for further process to company and they take pics of faulty product and sent to company,

all the document and details send over the whatsApp to Mr Ashish and personally i am talk to understand situation,

and same is discussed with customer care jeeves they provide me details it takes time around 7 days to parts available,

Parts is ordered maximum time for repair is 30 days as per policy if you are not get service till 30 days you may get refund as per your policy 70% RSA (Real Sum Value) in 3rd year as your is running,

but after not received parts till 15 days i am taken follow up with customer care they are telling me morning and evening your are wait for 2 days or 24 -48 hr service technician reached out with parts all is in recorded,

i was daily taken follow up on calls they are telling me always escalated your case and i am not getting single responses on mail or calls or msg alerts,

i have daily basis taking follow up with call recording if i am talking morning the care person telling me different thing and while taking follow up in evening they are told me different information,

while many days pass one day customer care told me your product received me on these day on Bangalore hub and send to your local service center and after quality check visit technician at your home with dated is they told initially date 9 September

but after few days they told your part is lost and next day told your parts is wrongly ordered or and again requested correct parts order please wait more 8 business days date given me second 11 September, third date 16 Sept,

i am waited next 8 days and after 29 days passed customer care told me on call your parts are with technician reach out with home when technician is come and check again same issue the ordered parts is mismatch with parts

and last day(30 days of SLA ) month again calls received form escalation team you are again get product on next days if not available you proceed for refund

all conversation recorded for safety concern,

now while i am asking refund they are again telling me your part is ordered again and wait for 8 business days,

today i have completed 1 month 10 days for raised issue on claim service center no proper satisfied answer i got,

now i am not sure the product they are available for me is correct and branded product when work not able to done in 1 month how they can do with correct branded product

i don't belief them i need refund as per policy the service agreement they provided SLA is breached by company and i am not take a risk on their new parts they want to give me for repair in 8 days now,

no one customer care answer my question while i am asking for refund and not processing refund from there end and 2 times when i am requested many time they are told me your refund is process and you got a IVR Calls form team and then you need to confirm and after that you got a link for bank details for fill and after filling details service technician is came and product is picked up after that within the 5 days you got refund

but today 4 days passed no call any information provided customer and always telling please wait your part is at local center

they indirectly denying me to process refund

kindly help me for refund asap

thanks and regards
Ajay Chanderiya
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