[Resolved] OneAssist Consumer Solutions — Handset not returned

Krishna Agrawala

from Hyderabad, Telangana

Address:	East Godavari, Andhra Pradesh, 502032
Website:	oneassist.in

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.

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Jan 18, 2017

Complaint marked as Resolved

They returned back the handset. It was a painstaking experience. Hope to see improvement in Customer service. Sales people are very prompt in following, but after Sales customer service is not bothered about customer grievance at all.

OneAssist Consumer Solutions customer support has been notified about the posted complaint.

Verified Support

Jan 16, 2017

OneAssist Consumer Solutions Customer Care's response Dear Mr Agrawala,

We are sorry to hear about your experience and regret the inconvenience caused to you.

We have made a note of all your concerns and will investigate it internally and revert to you shortly. Please be assured that the handset will be delivered to you soon.

Please allow us to have this checked, we will look into this matter and help you with the best we can.

Should you require any further assistance, please reach us at [protected]@oneassist.in or[protected].

Regards,

Team OneAssist

Jan 16, 2017

Updated by Krishna Agrawala If the Matter is looked internally and an apt update is provided then there is no problem. The problem is neither [protected]@oneassist.in nor calling[protected], customer gets a proper update. From [protected]@oneassist.in, we get back mails which looks like a Auto reply. I don't think there people read what customer is sending, but just reply with what they want to reply.

And in[protected], customer care executive does not have answer. I understood that they can only update the things that they see in the system. But the system seems to be outdated or there is some kind of bug in the system that you are using. They say that they don't have an update that I received the following mail.
"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."

Verified Support

Jan 30, 2017

OneAssist Consumer Solutions Customer Care's response Dear Mr Agrawala,

Greetings from OneAssist...!

I hope your query was addressed by our customer care executive as on 27 January 2017.

Should you require any further assistance, please reach us at [protected]@oneassist.in or[protected].

Regards,

Team OneAssist

[Resolved] OneAssist Consumer Solutions — Handset not returned

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