Sathya Agencies — Mobile repair and insurance claim

I had purchased a mobile phone from Sathya Stores, and at the time of purchase, I was advised by the dealer to opt for mobile insurance. The insurance was billed along with the device. Unfortunately, within two months, my mobile phone got damaged. I contacted the store, and they informed me that a complaint would be raised and the insured service provider would collect the device from my home, repair it without any charges, and return it.

However, despite multiple follow-ups over two days with both the store and the contact number they provided, no pickup was arranged. Eventually, the service provider agreed to accept the phone via the store, and I submitted the mobile at the store on 17 June 2025, for which I was issued a job card.

Since then, there has been no proper update, and despite several follow-ups, my device has still not been returned. After continued efforts, I finally received a call from the service provider asking me to pay ₹1029 as GST before the device could be handed over. This charge was never communicated at the time of purchase or claim initiation. Additionally, when I questioned the delay, the service personnel acknowledged that the issue should have been resolved within 14 days, but it has now been over three weeks without resolution.

This experience has caused unnecessary stress, loss of time, and inconvenience. I feel misled regarding the scope of insurance coverage and the promised service commitments.

Request:
Immediate return of my repaired mobile without additional charges

Waiver of the unexpected GST charge (₹1029), which was not disclosed earlier

Written clarification on the insurance coverage and service timeline

Apology for the delay and poor service coordination

I request that this grievance be addressed on priority and resolved at the earliest. Failing timely resolution, I intend to escalate the matter to the appropriate consumer grievance authorities.