| Address: Mumbai City, Maharashtra, 201009 |
| Website: www.oneassist.in/mobileassist |
Device name: redmi note 3 gold
Customer name: ekta jadon
Email: [protected]@gmail.com
Subject: claim for device damage & unsatisfactory services from m/s one assist consumer solution pvt. Ltd
This is to bring your attention towards the case of complete negligence and services denial from m/s one assist consumer solution pvt ltd for my device redmi note 3 purchased in june 2016.
I purchased an insurance claim worth rs 1099/- from m/s one assist consumer solution pvt ltd.in june’2017. Pfa the copy of purchase invoice
Hello!
Your transaction with oneassist consumer solutions pvt ltd using citrus was successful!
Merchant order number:
2233335
Citrus reference number:
Ctx[protected]
Order amount:
934.15 inr
Transaction date & time:
Jun 27, 2017 02:45:15 pm
For product & delivery related queries please contact oneassist consumer solutions pvt ltd.
Dear sir,
Please check the below plan details as per requirement.
Planname :ma damage protection 10k-15k
Plan cost-1099/-
S. No all benefits
1. One call to block sim card from anywhere in the world in case you lose your phone available plan
2. Emergency messaging to friends and family available plan
3. Docusafe - get an e-locker to store all your personal data and documents. Access all your important documents, anywhere, anytime up to 1 gb
4. Doorstep pickup and drop service for damage repairs available plan
5. Delivery of a temporary handset if you lose your phone or it is damaged available plan
6. Insurance cover against accidental and liquid damage available plan
—
Warm regards,
Piyush mistry
Oneassist consumer solution pvt ltd.
Due to electric fault in washing machine, i had an urgency to switch off water supply in the bathroom and while doing all this, the device fell from my tshirt pocket into the bucket accidently. It was purely a non-intentional circumstance. (Ps: i have been using this device for more than a year and this is the first such case of liquid damage i faced in all this time)
I applied for the claim on 31st july’2017 as you can see the confirmation of my claim registration wrt service request number 2206728 on mail received from m/s one assist consumer solution pvt ltd.
Dear ekta jadon,
Your claim for damage of your device has been registered with oneassist vide service request number 2206728.
We require certain documents for your claim to be processed. To submit these documents, kindly follow the steps mentioned in the guide attached with this email.
Please note that the documents requested on the website are mandatory for processing your claim. These documents are preliminary in nature and not exhaustive. Basis the documents/details submitted, the insurance company may require additional documents.
In case of any subsequent requirements, we will inform you accordingly on your registered email id.
For any further assistance, please write to us at [protected]@oneassist.in along with your service request number in the email subject or call[protected] or[protected]
Warm regards,
Team oneassist
As per the process, i submitted all the required documents within 24hours of the request raised.
Received mail on 3 aug’2017 from m/s one assist consumer solution pvt ltd asking me to submit few more documents, which was duly submitted without any delay.
The device was successfully picked up from my home on 4th august’2017, by hand, a representative of ecom express private limited although the confirmation of device receival was sent on 7aug’2017 by the company to me.in the meantime, i contacted the cre of one assist on 8th aug’2017 to request for the “courtesy handset” as mentioned in the claim benefits i was assured.
From 8th aug’2017 to 14th aug’2017, i have been continuously calling them to send me a courtesy handset so as it was clearly mentioned in the claim benefit i purchased from one assist consumer solution pvt ltd. Every day, i was given false reasons, hopes and of course mental distress from one assist cre’s. One of their cre even confirmed that my courtesy handset is already on its way to get delivered to me, which i have not received even after 15days of claim registration.
I was informed that courtesy handset is delivered within 4-5 working days, which eventually got extended to 7-10working days.
Even after waiting for more than 15days, i was not given courtesy handset and to add on it, denied the claim stating the clause of “wilful negligence” from my end.
Dear ekta,
I apologize that the courtesy handset cannot be delivered to you as stock of courtesy handset is not available with us.
Sorry for the inconvenience happened with you.
If you have any other queries you can happily writes us on [protected]@oneassist.in or you can call our customer care executive.
Thanks for contacting us,
Regards,
Team oneassist.
Dear ekta jadon
With reference to your service request number 2206728, basis the documents submitted by you, the insurance company has denied the claim.
The insurance company is constrained to deny the liability basis the following reason:
""the subject claim is not admissible under exclusion 10 - loss or damage caused by wilful negligence (No proper care of handset has been taken by insured to safeguard the property)."
We regret that we are unable to entertain this claim and therefore, we are closing the claim as repudiated on the grounds clearly mentioned above. We look at this as an opportunity lost to serve you.
We will soon deliver your unrepaired handset to you.
For any further assistance, please write to us at [protected]@oneassist.in or call[protected] or[protected]
Warm regards,
Team oneassist
And when i asked for the pointers on which they decide if the liquid damage was wilful or not, i was given no satisfactory response. As mentioned earlier, i have been using this device from june 2016 with no complaints till this accidental liquid damage happened. Accusing customer of “wilful negligence” to access this claim is derogatory and completely unfair. The mental harassment that i have gone through in all these days is not justified in the terms of customer service at all.
Moreover, i feel like this claim insurance thing is a complete bluff to cheat customers in the name of selling insurance for mobile devices.
I received the un-serviced device (My original handset) on 19 aug’2017 from logistic partner of one assist consumer solution pvt ltd.
I have no other option, but to take legal action against one assist consumer solution pvt ltd. For selling a false insurance claim, denying claim benefits and mentally harassing me in the name of customer service.
Oct 27, 2017
Complaint marked as Resolved OneAssist Consumer Solutions customer support has been notified about the posted complaint.
Verified Support
Sep 15, 2017
OneAssist Consumer Solutions Customer Care's response Dear Ekta,
We are sorry to inform you that your Claim has been rejected by the Insurance company on the basis of the description given by you.
The company felt that the damage happened was due to negligence and not due to any accidental force.
Hope your query is addressed.
Regards
Brijesh
Team OneAssist.
Sep 15, 2017
Updated by JadonEkta And for this part "THE SUBJECT CLAIM IS NOT ADMISSIBLE UNDER EXCLUSION 10 - Loss or damage caused by wilful negligence (No proper care of handset has been taken by insured to safeguard the property)."
Let me inform you, that I have been using this handset for more than a year and not even once had it been sent to a service center for any sort of damage. Telling a customer about safeguarding the property is your duty but accussing of wilful negligence is a completely unprofessional and unethical.
Sep 15, 2017
Updated by JadonEkta For your kind information. The insurance was duly purchased to counter those "so called negligence" which you people so easily termed as "wilful" from my side. How are expecting your customers to claim for a liquid damage? And stop giving these baseless reasons of negligence. The truth is that you people never do provide the claim benefits, leave aside the courtesy handset.
Company like OneAssist Consumer Solutions Pvt. Ltd do not understand the meaning of customer satisfaction. Your fraud company cheated my hard earned money and wasted my time all these months.
I request the authorities to look closely into the matter, as to why the "LIQUID DAMAGE" claim was not provided and the reason they accussed me of "Wilfully damaging my device for liquid claim".
I should appreciate the consumer Complaints for made the things so fast. I got quick response from these people. But I fought for full refund, which didn't lead to success story of mine. They are so trained in get convincing the client and so show their charm in clarifying the loop holes of their terms and conditions. They are so confused and they try to make us to feel confused. Its waste of having chat or conversation and we should be privileged that they are giving some amount of INR as refund and they say they are always ready for uninterrupted services but they interrupt always calling when we are so busy and they taken that as a reason and say we are unresponsive. They say they called to take information and without taking proper details they end the call and things happen as above said conversations.To hell dealing with the entire team and I forever regret of opting their services. Its my sincere request its better to prevent rather than committing mistake. They are ready to convince the customer with their so called said norms or terms & conditions, I pity that they are loosing their brand name and make people to think again before opting for services. Its a forever good bye and for whole this session i paid 50% of the protection plan. Thank you so much ONEASSIST.
Punnaga