[Resolved]  OneAssist Consumer Solutions — Non delivery of repaired handset

Address:

Ahmedabad, Gujarat, 380015

Hi,

This is in reference to pathetic service that I've experienced and still experiencing from OneAssist.

I have raised a Claim Request for my Handset, Xiaomi Redmi Note 3, Mobile Claim Request - 907064, Service Request Number is 1433587.

I had raised the Claim request on 18th June 2016, On Jul 4 they had sent me the invoice for the estimate of the cost of repair and requested to make the excess payment.
The Excess Payment was made on 12th July 2016, The transaction reference :[protected]A1.

1) After that I received a call from the one assist around 23rd of July that my handset is repaired and will be delivered on 30th of July. However that didnt happen and the reason specified to me was service center has not yet repaired the phone and hence the delivery date now was shifted to 30th July

2) From 30th July the date was changed to 8th August Citing the same reason.

3) From 8th August, I am constantly receiving messages from Xiaomi Service Center and I quote - 'Hi, Your Xiaomi device SO No. WXIN[protected] is ready for delivery, please pick it up from the center if not yet done'. I had called One assist Team To inform them about the number of messages I received confirming repair. Still on 8th August I was told that service center has again changed the date to 20th August.

Even after multiple follow-ups with the One assist Team, Calling them regularly and informing them that is already repaired.
Still every time the service center guy asks you to wait till the delivery date. But no -action.

4) On the Day, 20th August, I called them up and they say that my handset is still not repaired, an utter joke. As I had already received numerous messages from the Xiaomi Service center as quoted above between 8th August and 20th August. Then in the Escalated call with Mr. Sanchit from the oneassist team, I finally got the Service center address, The same day I visited the service center and to my sheer surprise, The handset was already repaired from long back and the Xiaomi service center people told me that they have informed oneassist on the day itself when they repaired.

Sanchit, from the assist called me within couple of days and I informed him that I had personally visited the service center and my phone has been repaired long back and Sanchit promised me that my phone would be delivered with in 48 hours, their standard response.But that did not happen.

5) Even after not receiving the phone for quite sometime or not even receiving an intimation, I called up service center to my surprise 'Dizeeta', may have misspelled her name, from the one assist told me that my delivery date has been changed to 31st of August reason, Again a big "joke", 'Phone has not been repaired'. I explained her all the things that i went through but nothing, no concrete response from her but asked me to wait till 31st august.

6) With no Option Left I waited till 31st august, When I called the one assist, I was completely shocked the status now changed to "Service center has not yet repaired the phone and now delivery date is 8th September".

Chirag from the Oneassist Team told me that this what the backend team received from the service center.

In the mean time till today, from 8th August till today 01st of September I have daily received messages from the Xiaomi Service Center as stated above and to my surprise yesterday on 31st August 2016, I received a call from Xiaomi service center the lady politely asked that "Your phone has been repaired long back and why am i not picking it up ?".

I do not know what the oneasist team is doing?Do they have any plan to pick up my phone from Xiaomi center or not? Whether thier record systems are OK or not? Do they work or not?

Everytime you call up the one assist team they ask you to wait till their delivery date, their backend team is working on it.

I don't even know if their backend team exist because they are not even able to transfer the phone to any of the representative.

Everytime just before the delivery date they change the delivery date to a new one.

Hope I can find a quick resolution from the forum, As calls to the OneAssist team falls not only on deaf ears but also to dumb system.

Regards,

Nisarg