OneAssist Consumer Solutions Complaints & Reviews

HI,

I have submitted my MI Mobile for an repair since i have taken insurance with Oneassist and My Claim ID: 1582324 in Oct first but till the date so many stories and no one confirmed about my mobile return date.
every time postponement if we wanted to escalate no one is availabel to speak which is very bad.
I am thinking it is Government Forum to control this kind of bogus companies i have submited my previous complaint previously but there is no response again i am submitting with hope of concerned department act on this bogus Company.
Consumer is god in the books but in practical life Consumer is one who is slave for these un ethical and un standard companies.
My request is atleast handover my handset or provide resolution immediatly.

Thanks,
Anjan

Customer name
Pathan imrankhan
Address for correspondence*?
Limdi chowk, pathan wada, bakrol,
State*
Gujarat
City*
Anand
Pincode*
388120
Date of birth
01/08/1983
Mobile no.
[protected]
Alternate contact no.?
[protected]
Email-id*
[protected]@gmail.com
Occupation
Service

Make*?
Xiaomi
Model*?
Redmi note3 16gb sil
Purchase invoice no.?
[protected]
Handset purchase date
01/04/2016
Purchase invoice value
9999.0
Handset imei/serial no.
[protected]

Date of damage*
14/11/2016
Time of damage*
08:30 am
Type of damage*?
Physical damage
Place of damage*
On road — balasinor
Detailed description of incident*?
Mai balasinor service karta hu. subah mai apni duty par anand vakil, di. anand gujarat mai ja raha tha tab accidentally mera mobile hand se for gaya aur physically damaged ho gaya usme touch paid crack higayi hai aur mic mai fault ho gaya hai. mic ki vajah se phone mai sunai nahi deta. mai ne one assist ka insurance may 2016 mai ahemdabad bapunagar se liya tha
Is your device switched on?
No
Which part of your device is damaged?
Touch screen
Is your device's touchscreen working?
Yes

For an accidental or liquid damage claim, the following documents are required:

4 clear pictures of the damaged device as mentioned below:
Image of device's back panel - imei number should be visible if imei is printed on back panel
Image of damaged part of device
Image of the device with imei number displayed on the screen (to display imei on screen, press *#06#) - kindly do not upload the screenshot
Image of the sim tray or the device after removing the battery - imei number should be visible
Purchase invoice: duly signed & stamped by retailer - sign & stamp not required if device was purchased online (additional fee would be levied if purchase invoice is not submitted)
Government-issued id proof

Upload documents
Image of handset's back panel - imei number should be visible if imei is printed on back panel
Whatsapp image[protected] at 9.24.10 pm. jpeg
Government-issued id proof
Whatsapp image[protected] at 10.09.42 am. jpeg
Image of the handset with imei number displayed on the screen (to display imei on screen, press *#06#) - kindly do not upload the screenshot
Whatsapp image[protected] at 9.24.10 pm. jpeg
Purchase invoice: duly signed and stamped by retailer - sign & stamp not required if device was purchased online
Whatsapp image[protected] at 10.51.08 am. jpeg
Additional fee would be levied if purchase invoice is not submitted
Image of damaged part of handset
Whatsapp image[protected] at 9.24.35 pm (1). jpeg
Image of the sim tray or the device after removing the battery - imei number should be visible
Whatsapp image[protected] at 9.24.10 pm. jpeg

Service Request # 1666924.
First they delivered the phone without proper testing. It was delivered on 20th December and it was not in working condition.

I requested for my phone re-pickup on 22December. Its more than one month and I have not got a single update from OneAssist team. I have dropped 21 mails, more than 20 calls and even spoke to their 3 escalation managers, Dilshad, Vinod and Avinash. Their executive and managers all have single answer that 'your case is being escalated and you have to wait for 3-4 working days'. I asked them the reason for this much delay in pickup and they don't have any reason.

You guys are providing #### services and even a road side vendor is more responsible than your English speaking bunch of fools.

If you have any sense of responsibility, then don't provide the excuses and do your work responsibly.

Is there a single person in OneAssist who can work on this issue and try not to fool the customer?

Dear Sir/Madam,

Instead of apple warranty i have taken insurance from ONEASSIST for my iPhone. Unfortunately my device was broken and i was claiming for same. Now they said it was denied by insurance so please take the device back. Now my phone was useless and i already paid for insurance but its not helpful for me.

By the time of my device broken i'm out of location so i'm unable to inform on given time. And response also was not good and they said our manager will call you but no one called me still.

I request you to intervention on same and please do the needful to resolve my problem.

Device Details:

Service Request # 1728845
OneAssist Relationship Number : 1451656
OneAssist Membership ID : [protected]
iPhone 5s 16Gb IMEI:[protected]

Regards,
Guru Raj MC
[protected]
[protected]@gmail.com

Dear sir
My name is mayur soni.my service request no.is 1548882.my mobile no is [protected].I submitted my mobile on 12/09/16.I have completed all process of payment. Still they are changing my due date.I have also called mi India.they told me that my device is already repaired. Still one assist change my due date.I called many time but still I don't get any information about my mobile. I request u to give me my mobile early.
My mail I'd is [protected]@yahoo.com

Hi oneassist

My service request number :1652884

First of all, you need to change the name of the company, as per the name you guys do not follow work ethics, there is no assistance from you guys(oneAssist).

I'm submitting this with great disappointment and dissatisfaction from the services extended by you all. I am sorry to say but the system and services are in total mess as no update is available.

Every time I call the call centre the call is taken by Ms Lucy, Ms Prachi, Mr. Ganesh And Ms. Dilshad from the escalation desk, but they were all ready with the standard reply - kindly wait for next 3 working days. This 3 days period has been compounded to nearly 75 days, still there is no proper response from you guys.

My handset was collected by your team on 24th of Nov 2016 and since then I have been following up with your team but have assured to receive a response within 48 hrs or 72 hrs from the day the call had been made.

Initially nobody could figure out the claim status of my complain and then on 15th of Dec we came to know that the claim has been rejected in spite o[censored]s submitted all the possible details. Further, the explanation provided below for rejecting my claim is non-comprehensible to me as it has been vaguely worded to ensure Claim rejection.

As per the company policy we were not issued a Courtesy Mobile Phone, which on speaking to Ms. Savita 15th December, 2016 we were asked to collect the same from your office, where we were informed by an official that the company cannot issue the courtesy handset at that instant as the claim had been rejected.

Since then we are again following up with One Assist to get back our unrepaired handset but in vain till date.It's past a month!

I further request to share the contact details of Service Head or the CEO for me to do the needful, But, there was no response regarding the details!

My registered mobile no. is [protected], I ahve submitted my claim on 27th Dec 2016 to Oneassist, I received an update on 2nd Jan 2017 that my phone has been submitted to insurance company for approval. After which I haven't received any update I am frustrated with the response they provide, they say it is insurance companies fault but my point here is that the tie up is between you and insurance company if you cannot communicate effectively with them why are making the customer fall prey. This is total nuisance and fed up with the services, I even asked to return my device without repair but they say that too will take time. Phone is mine the subscription money paid is mine still they are making the situation very stressful for me.
If I donot get a solid update with a timeline as to when I will receive my phone I will sue this company to hell as I have faced a huge loss due to communication disruption.
I need my phone back ASAP.

Hi this is damodar i purchaged mi product via mi.com and also purchased mi protect which cover water and physical damage i day i got mobile damage and complaint to oneasrist team on 7nov 2016 they approved claim but still not made payment and also not providing old handset.

may times i called and email his ashish.[protected]@oneassist.in and [protected]@oneassist.in email id but they always replied they working its very disappointing to me pleae let me know i i can get my money and old cell claim

On 23/11/16 I got an e-mail that we have received your damaged device and signed documents and asked for my bank details along with my courier receipt so that they can refund my courier charges, on the very next day I have provided all the details they asked along with the courier receipt.I have paid the excess deductible amount on 1/12/16. On 20th of December 2016 I got a call from authorized service center that my handset is repaired but when I called oneassist they gave me the due date of 30/12/16 and on 31/12/16 I again got an email from oneassist stating that With reference to your Service Request number ******9, we wish to inform you that your device has been repaired. The delivery team will soon get in touch with you to deliver your repaired device.I had a telephonic conversation also from oneassist there after that sir we are sending your handset through blue dart couriers. But till now I have not recieved my handset and they are saying that the due date is changed again to 20/1/17. I don't know why the due date is changed after they on their own called me for the address confirmation so that they can send me my handset. I really can't understand why the due date of an already repaired handset is changing continuously.Now when I am calling to oneassist customer care asking them the reason they are putting me on long holds of more than 10 minutes without providing me any proper answer. Neither I have got my courier refunds nor I have got any positive response from oneassist.

Hi oneassist
My name is Siva Prasad my membership id:[protected]
My relationship id:911912
My service request number :1599602
My mobile has been picked on 15th Oct 2016. I paid my excess amount on 24th November.i got a mail on 29th December saying that your mobile has been repaired any will deliver to very soon.actually my mobile should be delivered on 5th Jan 2017.im calling regularly to oneassist team they are just simply telling that your mobile is in delivery process.I'm calling regularly they are saying the same old story and now they just simply postponed my date to 20th Jan 2017.ive been excavated 2 times on this matter and my complaint number is 1736760 but there is no response from you people.Please I'm requesting you please give back my mobile.

Dear Sir,

In spite of my repeatedly informing through emails / telephonic with your company informing to stop your services and not to deduct any amount with my credit card account for New Wallet Assist Power Single plan which was to be end by 10.01.2017.

Further, over phone i had few queries with the company and the same has not been cleared by the phone officer and One Assist has debited my Credit Card account with Rs.1299.00 for renewal of wallet assist plan without my consent on 12.01.2017.

Even after several attempts made to contact the phoning officer to cancel by plan they are not responding till date 19.01.2017.

Seriously, i am not happy with the company response and i want my hard earned money back.

Chandra Shekar C
[protected]

Hello

Unfortunately i bought your insurance for my MI Max Handset.

On 3rd January 2017 i got one mail on [protected]@gmail.com that within some days il get one link where i need to put money.Now today is 19th Jan 2017 still i haven't receive any link for uploading money also i called up 3rd time to your customer care executive for the same.On 1st call one useless and ediot lady was very arrogant n fool, she spoke very rudely and as per her i was suppose to get link by end off the days.after that i wait for 3 days more for the same, i haven't receive any link yet.Again i called on same number i spoke with one lady then she transfer that call to her senior, as per that great guy i waited 48 hrs more for the link.now its been more 12 hrs i haven't receive any kind off link also not even receive any apology call from your bloody people..This is very very dis-pointing thing you people give wrong and fake committeemen to your customer where we are paying you.Also as per your policy within 20 days you people deliver the handset now its been more than 20 days i havent receive any link infant i am nt asking your delivery also..This is very very pathetic service and very poor thing you people dont care about your customer time.Again your customer care person disconnect the call and now i am not able to call from my mobile number.

I need proper clarification on this and need my handset delivery asap. Arrnage your call asap

Dear Sir/Madam,
Sequential details as below-
Complaint No.- 1590872 Claim Request no.-970540 Date 05/10/2016.

i). Complaint logged on date - 05/10/2016.
ii). Handset picked-up on - 22/10/2016
iii). Handset received after repairing but its not repaired and not in working condition on - 02/12/2016
iv). Again complaint logged on - 03/12/2016
v). Many times call's on toll free no.[protected]
vi). But it always forward complaint to higher authority and told's that wait for 3 days.
vii). I sent written warring complaint by Indian speed post on- 20/12/2016 but your company not reply till now.
viii). Complaint received to your company on date 22/12/2016 its mention in acknowledgement which attach in post and I also got a message that your company received my post.
ix). I also Complaint logged in IRDA on date - 12/01/2016 but you will not given reply of that also.
x). I also taking support from Consumer Forum for justice.
xi). Concerned team called me 2 times for re-pickup the handset but not pickup up to till date and concern team is also tells lie every time

Note= We have requested to you kindly solve the permanently problem of handset or better option is return the price of handset along with compensate of bed service of your company.

Give us your reply ASAP.
Now we are stand for court justice in end of January 2017.

Thanks in Advance,
Yash Verma
[protected], [protected]

I raised a service request no. 1707348 on 18th December 2016 for repairing of screen of my mobile phone which was damaged to due to falling. A blue mark had appeared on screen due to falling. The device was picked up on 21st December and the repaired phone was delivered on 8th January 2017. Upon receiving the repaired phone, I noticed that the blue mark hadn't been fixed. Instead the motherboard was changed. I immediately called customer care and asked for re-pickup of phone. On 8th January 2017, request for re-pickup was taken . As on 16th January 2017, no action has been taken on the issue. Also any acknowledgment letter for change of motherboard which led to change of imei no of my mobile phone hasn't been provided

Dear Madam/Sir,
This is with reference to my claim request filed with (MI PROTECT)One Assist Insurance vide Service Request number 1527818 in filed in last week of July 2016.Claim is processed and service charge also paid by me immediately demanded by the service provider. As per their last service center mail received on Sat, Jan 14, 2017 at 4:13 PM, repair due date is on[protected]. I follow up the case continuously and the service provider repeatedly increasing the due date of repair of phone which was approximately five to six times. So I used to asked them many times why they are increasing due date of repair on every next due date, I had not get satisfactory answer from them, now it is unbearable for me because of non availability of smart phone I am facing lots of problems as it is very important tool now a days because of demonetization etc. Almost 6 months are over and still service provider not given me the exact date of repair every time they give me conditions that "Repair due date is subject to availability of spares" and says we cant give you any commitment on this & increases due date.But my question is who is responsible for the delay in repair delivery of phone & my loss also who will decide the deadline in this case.I was completely helpless in this regards. I also given complaint to consumer forum on consumerhelpline.gov.in/(Complaint No. - 130473 Details
Posting date[protected]:23:00)
Please help me.
Thanking you.
Regards,
Pritam S. Pandao
Helpless Customer

My mi phone had accidental liquid damage and had submitted a claim under mi protect. But they replied saying insurance company had rejected. But I got the mail saying it's rejected on Dec third 2016. Till now I haven't received my handset back. Despite multiple mails they have not responded.
For more than two months they have kept my phone in third party hands without my consent. what is the guarantee for my handsets safety.i woul s like to file a complaint.

I had filed a claim 14th November for my MI Note 3 about touchscreen damage.
Claim number 1649204 was registered.

On 19th December, 2016, OneAssist informed that I will be getting my Handset by 3rd January 2017.

After all approvals on 29th December, 2016 I received the following mail from OneAssist.
"With reference to your Service Request number 1649204, we wish to inform you that your device has been repaired. The delivery team will soon get in touch with you to deliver your repaired device."

Then I waited for the Handset but when I didn't receive any news I called customer care on 3rd Jan. They asked me to wait for couple of days. Then I called up on 5th Jan and they said that they are escalating the matter to concerned team and that I will receive a callback within 2 days. I didn't receive any callback. Then I again called customer care on 8th Janand then on 10th Jan. The most surprising thing was that Customer care team do not know where the handset is and they don't even know why I am not receiving a callback. They are saying they cannot share any contact whom I can contact to know the status. The only thing they say is that I will get my handset.

I even dropped a mail on 9th Jan to [protected]@oneassist.in and haven't received any reply to that mail also.

Now I don't who will answer the query and when will I get my handset.

I have purchased 3 insurances from one assist. My registered mobile number is [protected]. I feel so bad about one assist services because at the time of sale purchase insurance you cant disclose conditions of claim. Now i generate a claim you says that Invoice is accepted only with stamp but insurance has approved on the same invoice without stamp. Now i uploaded invoice with stamp now you says discription apki samajh se bahar hai.
Happytoassist is ######## customer care mail id
Because they dont revert. You can check how many times i requested to support on happytoassist wali mail id pr. Please do needfull otherwise I have only a option that is Cosumer court. Because my claim is pending from an month.

Thanks,
Rohit Nagar
+91-[protected]

I have raise a ckaim on 16-Nov-2016 and submitted all documents and claims is approved.Also have paid the min. Amount till date I have not received my handset.Every time I call they said that your handset estimate repair date is 03-Jan-2017.However to date not received my handset.I do not trust your company now. Today I email to One assist and got reply that estimated date is 21-Jan-2017 don't know what they were till date. Customer repensitive are less bother and I think they are trained with only one line "The issue is escalated to higher level". Very sad that the even do not have service center number.

I bought a mobile insurance for my LG Nexus 5x from one assist in March 2016 for 1 year. At the time of registration the company asked me for various details for verification and everything went okay without any issue.
Few weeks ago my phone undergo an accident. I raised a claim for my damage. Now they are claiming that I have to pay 1500 extra because my invoice ain't valid (as per them). This is the same invoice which I have them while registering and at that time it was accepted without any issue. After wasting my many hours in the claim processing, in the end they rejected my claim.

My registration mobile number is [protected].