Syska Gadget Secure — Regarding complaint no. [protected]

Address:	Chandigarh, Punjab, 160014
Website:	www.syskagadgetsecure.com

Dear sir/mam,

This is regrading the complaint no. [protected] dated 31st march 2016 filed by me for claiming insurance against the invoice no. 3021 dated[protected]Barcode[protected] purchased to secure my sony xperia e4 dual mobile.
I want to explain my experience for the claim i mentioned above. After the accidental breakage of mobile screen during handling on[protected], i contacted your helpdesk on[protected] via toll free number to inquire about filing the claim. A lady attended my phone call and asked me some details about my gadget and insurance details. At that time i was not having the number of bar code so, she checked all the details from the registered mobile number. She did not guide me correctly and suggested me that i will be called by the executive within 24 or 48 (Not sure) days and full details will be given to me for filing the claim. She not even mentioned that the complaint must be filed within 48 hours after the damage. After waiting for the call from your executive for about 15 days, i contacted again on 31st march 2016 and filed the complaint. At that time, i did not remember exact date of breakage and exact time, so i told the lady executive about my previous call (Called on[protected]. She told me to give a date and time with idea so i did that. On 4th april 2016, i received a call from your executive about the rejection of my claim because i filed my case very late (Not within 48 hs). I told him about the two calls but he was not convinced and rejected my case. Again, i contacted your help desk and narrated whole story to the executive. He promised me file my request to re-open my case after checking my call details of[protected] and told me that i will be contacted within 24 hs. Again. No one contacted me and i called your helpdesk 0n[protected]. Then, a person neamed 'sagar' attended the call, listened the complete story and filed my request to re-open the case. He also told me that i will be contacted by the executive within 2-3 days. After no call from your department, today, i called again to the helpdesk and a lady named 'rukhsar' suggested me to send a mail on this e-mail id with complete story so that case may be re-opened at the earliest.

Now, i have some question about your helpdesk and executives.
1. Do you have instructed your executive properly about the rules and regulations of claiming the insurance of gadgets or they are guided just to misguide the customer so that the cases my be rejected to save the money.
2. Why the lady who picked phone on[protected] did not filed my complaint when i called her. It was to cross the limit of 48 hs so that the case may be rejected.

I am a customer of your services and i believe that you must maintain the image of a reliable insurance (As i thought before purchasing syska gadget secure) firm by serving your customers honestly and not by misguiding the people.

Now, i request to file my compliant or re-open my case and do the needful at the earliest because this will save time of both o[censored]s.

Waiting for your phone call regarding the re-opening of case and hope you will reply within 24 hs.