Submitted by: tushar1438
Complaint Details:
Cin no.: 1609183669
Call log date : 18/09/16
Handset : sony xperia m4 aqua
I had lodged a claim report on 18/09/16 for accidental damage of my sony xperia m4 aqua and since then i’m doing the regular follow-up with syska gadget secure on toll free number: 1800 3002 7090. The web page portal through which the customer is suppose to get the information about the status of claim is totally misguiding and does not help at all. Earlier i was getting a reply for syska customer care executive/agent that my claim was kept on hold as i have not submitted/uploaded the necessary documents, which on further investigation they themselves agreed that it was a system fault and all the necessary documents where submitted on time in soft and hard form through web portal and courier sent to syska office in pune as prescribed in the sms from syska gadget secure. Now when this matter was resolved and further action was suppose to be taken that time one of the call centre executive raised a query saying my previous repair bill was a ‘zero bill’ invoice from sony authorised service centre and its not a valid document. On my reply to this query i simply said that it was repair done under warranty and when such kind of repairs take place the authorised service centre does’s charge the customers as it a warranty claim. Again it took a few days to clear this issue and finally this query was resolved by another sr. Executive working with syska gadget secure. After a couple of days iagain called and that time i was informed that my claim has passed the level 1 and its been forwarded to the concern team and will be resolved soon and the claim will be resolved. During all these days of telephonic conversation my damaged phone was been picked up by one of the agencies assigned by syska for physical examination and further action. On tracking the courier company docket no i discovered the phone was sent to some facility in bhiwandi. The tracking no for same is 1017910041112 and the courier company was delhivery. Now since november 20th2016 (Approx) my handset is with mangalmurti enterprises (Thane sony authorised service centre) and they have completed the estimation and also sent the details to the concern syska department. Its near 90days since the call log date and today too the customer care is clueless to the status of claim.
A customer purchases expensive handsets and for his safety purchases insurance plan but here after buying the plan of syska i find myself in trouble over claim settlement. Only response i get is your call is be escalated and the concern team will revert asap
Kindly look into the matter and resolve the issue at the earliest.