[Resolved]  OneAssist Consumer Solutions — Laptop Damage during service and denied responsibility thereafter

Dear Sir,

This is to bring in your kind attention, that I have bought 2 years extended warranty from One Assist for my HP laptop which is valid till 21 July 2021.

In the month of Nov'2019, I started facing problem with the keypad of my laptop, for which I raised a service request ( Service Request ID 5015107) with One assist. The laptop was picked up from my home on 29th Nov, serviced and then delivered back on 4th Dec, 2019.

When the laptop was delivered, the keypad and back cover of the laptop was changed. The keypad setting was not proper, but since the keys were working fine, I continued working with it.
Just after Two and half months, the hinges on the lid of the laptop started giving me trouble, for which I contacted One assist and submitted them the images for service.

My service request was denied, saying that its an accidental damage. I was surprised, but since the request was denied I had to bear the expense myself.

Kindly note, I use this laptop from my official use and because of lockdown, I had to use the laptop from home in the same condition, gradually over a period of time, the hinge on the right side was completely broken, and simultaneously the hinge on left side also got damaged. For past 2 months, I was using the laptop with lid open, by placing in next to wall at one corner in my house.

Yesterday, on 13th June, I took this to service center and got it repaired. Where I was expecting the issue is only with the hinge, when the service guy opened the laptop backcover, he showed me the work executed by One assist.
While servicing the Keypad, because of negligence, One assist service team actually broke the screws on which the hinge is tied and they fixed it with Hot gun, by melting the plastic body which should never be done. The melted points can be seen in the attached images. They broke the actual screws on the Lid cover and the back cover. Since laptop is being used daily and needs to be opened & closed once a day. It could not survive the sub-standard job and damaged the entire laptop, because of which my work was also affected leading to professional difficulties.

Also, when I checked with the service center. It was told to me whenever there is a keypad issue, the entire plate is changed including the mouse pad (top panel).

Because of OneAssist sub standard job. Firstly, I had to incur additional cost on the service. Secondly, It affected my official work for which I actually cannot put any cost. Lastly, whenever we buy warranties, we expect some kind of trust and efficient service and delivery which is not the case in my scenario.

Only, I can understand the pain and agony I have gone through because of One assist negligence and sub standard work.

I would request an earnest action, so that the interest of other consumers can be safeguarded and I should be given justice