[Resolved]  OneAssist Consumer Solutions — returning a damaged device; careless, unethical and unacceptable behaviour

Address:	New Delhi, Delhi, 110085
Website:	www.oneassist.in

I have recently had a very disappointing and upsetting incident with oneassist (Insurance company). They have been highly irresponsible in dealing with my phone (Sent to them for insurance claim), callous in their attitude towards handling the belonging/product of the customer, have damaged my belonging and then have been highly unprofessional in their act of returning a damaged product (With insurance claim closed) without prior information regarding the damage caused by them. This was completely unacceptable and gravely disappointing.

The incident took place as per the following events (Everything mentioned can be proved via e-mail history and screenshots. I have the images, before and after handing over my device to oneassist, time-coded and geotagged, along with the screenshots of my submitted complaints at their website, with screenshots of my submitted images at their website):

I purchased a redmi 4 on 23rd may, 2017. Immediately after the purchase i contacted one assist for their mobile assist insurance plan and took a plan which covered all sorts of damages, theft, loss, etc. To complete registration for the insurance plan and for verification, i was supposed to send them pictures of my brand new handset and that of its invoice via e-mail.
While purchasing the insurance plan, i told the one assist representative that i do not have the hard copy of the invoice as it was damaged in transit (Phone was purchased via amazon).in his eagerness to sell me the plan and earn a commission he told me that it's okay, an amazon order summary will work. I submitted the amazon order summary with the photos (E-mail history preserved) and my plan was activated on 8th june, 2017.

Then within 5 weeks of the purchase, my phone fell in water on the street while it was raining and the capacitive touch of the screen and fingerprint sensor stopped responding (However, there wasn’t a single scratch or crack on the screen) and there was a minor dent on the back of the phone. I immediately filed a claim (On 23rd july, 2017).

To file the claim i was again required to upload the images of damaged device and invoice. Again i submitted the images (Screenshots of the uploaded images preserved) and amazon order summary as invoice. I was told that my claim could not move forward because the invoice is not legitimate. I informed them about my conversation with the representative at the time of registration and the fact that my plan was activated on the basis of amazon order summary only. But they said they cannot move it forward without the original invoice (E-mail thread preserved. The conversation occurred over multiple mails - all preserved - where the executives also told me to pay an additional sum from my pocket because i did not have the invoice - none of which was told to me during registration). With much difficulty i arranged for the invoice from the seller and the claim was taken forward (On 16th august, 2017 - almost a month later).

In the claim conclusion, after approximately a week of having sent my device to them for the procedure, i was told that the device is beyond economic repair, and an amount of 6199 will be sent to me (They calculated the repair cost to be inr 9199 when the handset’s original price was inr 8999 and then called it beyond economic repair, which i completely fail to understand since all it required was a change of the inner display) and they would retain my device. Before sending it to one assist for the claim i had got is checked at mi service centre and the amount i was given by them was way less than the inr 9199 as told to me by one assist, claiming it to be ber.

As the phone holds sentimental value and the estimate given by oneassist was inconsistent with the ones given by mi, i asked for the unrepaired device to be sent back so i could get it fixed myself as it holds huge sentimental value and i could not allow it to be retained. They agreed to send my phone back in the same condition as i had handed it to them in.

5 days ago, i received my phone and i was enraged to find out that the phone has severe physical damage done to it. The whole back panel has been forcibly taken out, with the screen coming out from one side, side buttons are missing (Sim tray and volume controller), and the device is in an irreparable condition.

I am startled at the thought of how this happened and how did oneassist have the audacity to cause such damage to my phone and send it to me as that with no prior intimation of any damage having been caused by them. I want a strict action taken against them as soon as possible.