Reliance Digital — "Serious Complaint Regarding My Xiaomi 12 Pro Phone Purchase and Insurance Coverage"

Address:

Reliance Digital, 3 & 5, Gr & 1st Flr, Swami Thirth Bldg Shelar Park, Khadapada, Kalyan, West, Thane, Maharashtra 421301

Dear Reliance,

I am writing to express my deep disappointment and frustration with your customer service. I purchased a new Xiaomi 12 Pro phone from Kalyan Reliance Digital in July 2022, along with insurance coverage. Unfortunately, the phone had a camera lining issue, and I had to get it replaced by the Xiaomi service center.

After the replacement, I went to the Reliance store to confirm that my insurance would work with my new IMEI phone. The staff assured me that it would be fine. However, when my phone got damaged due to water entering it accidentally in April 2023, and I went to get it repaired, TechGuard raised an issue with the IMEI number not matching.

I provided the TechGuard representative with all the relevant documents, including the box image and the job sheet from the service center. However, they insisted that I visit the store to resolve the issue. I did so, but the rescue team was unaware of the problem and suggested sending an email to the escalation team.

This entire process has been extremely frustrating, and I am disappointed with the lack of progress in resolving the issue. Now, I have been informed that I need to pay Rs. 25000 for a like-to-like device replenishment, which I cannot afford. When I asked for the claim amount, if they cannot repair my device, they stated that it is out of their policy.

I urge you to reconsider this decision and provide me with a resolution as soon as possible. I have attached all the relevant documents to support my case, and I hope that you will take immediate action to resolve this issue. Please ensure that such issues are handled promptly and efficiently to avoid any further inconvenience to customers.

Thank you for your attention to this matter.