[Resolved]  OneAssist Consumer Solutions — Mi Max repaired handset not being delivered by One Assist even after crossing several timelines

Address:	700089
Website:	oneassist.in

Dear ComplaintBoard, OneAssist, Mi India & Concerned dignities

My phone Mi Max is insured by Oneassist on 20th July 2016, accidentally its screen got damaged for which I informed to Oneassist in the toll free number on the same day.

1) My phone was picked up on time and a secondary stand-by spare handset was provided. However it was of meagre quality but still no complaints against that as it serves my sole purpose of incoming and outgoing calls.

2) While selling this product to me, OneAssist executive promised me few things which has failed now:

a) I was promised that I will get my handset repaired within 15 working days which now proves to be a false commitment made by the company representatives.

b) I didn't receive proper response from the call center nor over emails. After several calls to the customer care representatives my claim got approved, I paid the extra amount instantly and I was given a date of 8th Sep 2016 for proper service and repair of my handset and 10th of September 2016 as date of delivery.
At each step I had to make several calls(5 to 10) to the customer care before the step was processed successfully.

c) Even on reaching the Mi Service Centre, firstly they said they were awaiting the part from the company. Whilst reaching the company headquarters for making available the spare part to the related Mi Service Centre, the part got available and my handset was successfully repaired on 8th of September 2016 by the Mi Service Centre and made ready for One Assist to collect and deliver the same to me within the next 48 hours.

But since then One assist seems to be extending timelines from 10th of September 2016 to 15th of September 2016 and on reaching 15th of September 2016, it gets extended to 1st of October 2016 as the delivery of my handset. While at the Mi Service Centre, the manager shows me my repaired handset ready for OneAssist to collect from them and on reporting and requesting the same to One Assist team several times a day, they seem to lend deaf ears to it, putting blame on One Assist back-end team to have increased the deadline of delivery with whom I am never able to connect to nor any manager.

I have called so many times to your coordinators Mr. Devraj etc. and sent several emails to OneAssist at [protected]@oneassist.in but as usual (Attaching herewith all the copies of emails sent and the standard revert from OneAssist back-end team), I always get the same response that they will update within 48Hrs or arrange a call back that never ever happened.

I happen to hold a prestigious position at one of the Premier Private IT Organizations, India but never experienced putting people and customers on suffering side. Instead we help people/customers out of the way, because satisfied people/customers always gives you glory, business and unsatisfied customer destroys your esteem, position, face, business and goodwill.

I again request you to please look into this and resolve this issue in the next 48 hours or else to initiate process against the company policies presently being noted and their draftsmen Mr.Khushwant Singh, Mr.Devesh Kumar or Mr. Rishi Sharma in India, whether being alarmed or otherwise.

My handset still lies repaired at the related service Centre, awaiting to be delivered to me.

All related details are given below:

One Assist membership Id : [protected]
One Assist Relationship No: 1144308
One Assist Claim: SR#1481589
MI Service Centre Name:
Address: INFINITY BENCHMARK GROUND FLOOR, GP Block, Sector V, Salt Lake City, Kolkata, West Bengal 700091
Phone:[protected]
MI Service Centre City: Kolkata
Job Sheet Number: 0508169
Mi Online Account Email: [protected]@gmail.com

Regards,

Biswanath Saha

Mob: +91-[protected]
+91-[protected]