OneAssist Consumer Solutions Private Limited — Local services in Mumbai

I am a 4-year-long regular customer of OneAssist. Please read below about my (financial, and more mental) harrowing experience with them. I just want to highlight to everyone what kind of a service they offer to their old and loyal customers, forget about new customers.

My Siemens washing machine was not working. So I called up OneAssist to repair it. However, they couldn’t find the part to repair the appliance, and thus they paid me a compensation amount of Rs. 3,906 (4,906 minus 1,000 deductible) (4906 according to them was just an estimate of the repair cost it would take to get it repaired) (I don’t know how they calculated and came up with the figure of 4,906 in the first place!).

As the appliance could not be repaired by OneAssist, I had no option but to repair it myself thru a Siemens authorized service centre. After a lot of follow-ups and multiple visits by the Siemens service centre technician for almost a month, I finally got the appliance repaired by the Siemens service centre, for which they raised me an official invoice of Rs. 5,980.

Naturally, I forwarded the Siemens official invoice to OneAssist and requested them to pay me the difference of Rs. 2,074 (5,980 minus 3,906). However, they flatly refused to do so, writing the same statement 4 different times in 4 different emails, stating (and I quote), “We regret to inform you as per the calculation and deductions we have shared the amount with you. That was the final calculation.”.

Even after asking about the justification of calculation (to which they had no answer), asking them about giving details of their higher ups for escalating the matter (to which they did not reply) and even threatening them that I will go to Consumer Court (which they completely ignored), the matter still remains unresolved without me getting a mere and petty amount of Rs. 2,074 from OneAssist till date. All this repairing & to-and-fro communications with OneAssist lasted for almost 5 months!! (from July to November 2022).

I had put it in the efforts to search for an official Siemens washing machine part (which I had got by doing just one phone call to a general Google-searched Siemens repair centre, which surprisingly OneAssist could not find!). I had done multiple follow-ups with the Siemens technician for his multiple visits. I had followed-up patiently for 5 months with OneAssist to pay me the difference amount. All these efforts were put by ME, which were ideally supposed to be done by OneAssist to get the appliance repaired on their own. And what did I get from OneAssist for me putting in all these extra efforts?..nothing additional, instead I had to shell out Rs. 2,074 from my own pocket!

This is the service that OneAssist is providing to its 4-year-long loyal customer (imagine what will be their attitude & service towards their new customers!). Thus, I suggest you think twice, or even thrice, before buying...

I am writing to express my deep disappointment and frustration with the poor service I have received from OneAssist. I recently had an unfortunate incident that required me to file a claim with your company, and the experience has been nothing short of a nightmare.

To begin with, the entire process of filing a claim with OneAssist was incredibly cumbersome and time-consuming. The documentation required was extensive, and I diligently provided all the necessary details, including photographs, invoices, and a detailed account of the incident. However, despite my efforts to provide all the relevant information, my claim was rejected on the grounds of "not providing proper details."

This rejection has left me bewildered and distressed. I made sure to include every piece of information that was requested, and I double-checked the accuracy of my submission. It is incredibly frustrating to be met with a rejection without any clear explanation as to what specific information was deemed insufficient or inadequate. This lack of transparency and clarity on your part is highly unprofessional and unacceptable.

Furthermore, the customer service I have received during this entire ordeal has been absolutely abysmal. Whenever I attempted to reach out for assistance and clarification, I was met with indifferent and unhelpful responses from your representatives. It is disheartening to be treated in such a dismissive manner, especially when I am the paying customer who expected prompt and efficient service from your company.

I must stress that I have been a loyal customer of OneAssist for quite some time, and I have always upheld my end of the agreement by paying my premiums promptly. I trusted that in the unfortunate event of a claim, OneAssist would fulfill its obligations and provide the necessary support. However, my experience has shattered that trust and left me feeling deceived and taken advantage of.

I kindly request that you review my claim once again, taking into account all the provided details and supporting documentation. I expect a thorough and fair evaluation of my claim, considering the circumstances and the effort I have put into providing the requested information. Additionally, I urge you to improve your customer service practices and provide better communication to ensure that other customers do not face the same distressing experience that I have endured.

If my claim continues to be rejected without valid justification, I will have no choice but to escalate this matter further and explore alternative avenues to seek justice and reimbursement for the damages I have suffered. I trust that it will not come to that, and that OneAssist will rectify this situation promptly and appropriately.

I look forward to a swift resolution and a satisfactory...

1 STAR - SINCE I AM UNABLE TO SUBMIT WITHOUT STAR RATING(and I wish to give negative rating for such poor service)

I have never witnessed such negligence and poor service from a company before. My intention was to renew my plan and extend my insurance coverage for another year. This renewal for the second year was the sole reason I chose OneAssist. Otherwise, I could have insured my phone with another company at a much lower price.

Unfortunately, due to a lack of understanding and unclear questions from your renewal team member, OneAssist mistakenly marked me as ineligible for insurance, despite my eligibility. Subsequently, I received multiple calls from the team, but they failed to connect me with an English-speaking representative, instead communicating in Hindi when I expressed my inability to understand. One of these calls even claimed I was eligible and encouraged me to purchase their plan. However, when I inquired about the process, the team asked me to make a payment without sharing complete details of the plan, stating that the information would be provided after payment. This led me to assume that the call was fraudulent, as it seemed impersonal and suspicious.

Later, another executive contacted me and confirmed my eligibility. However, they informed me that due to a one-day delay, the plan I wanted, which offered comprehensive coverage, had expired. Instead, they offered me a different plan with limited services and reduced coverage, focusing solely on screen protection.

Consequently, I find myself without the desired renewal plan and facing confusion and misunderstanding on the part of the OneAssist team. They mistakenly labeled me as "not eligible" when, in fact, I am eligible. The senior executive, Avnish, acknowledged that the error was on their end and recognized that I did not make the purchase earlier due to being informed of my ineligibility by the previous representative. The subsequent executive confirmed my eligibility, asked me to proceed with payment, and promised to explain everything later.

As a customer, I am deeply dissatisfied with this situation. Why was I denied the policy I initially wanted? Why was I not provided with the coverage I am eligible for? If the plan expired, it is a result of your team's communication and understanding issues.

I am unable to submit a review without assigning a star rating, but I would like to express my dissatisfaction without providing any stars. The service I received was extremely disappointing and fell far below my expectations. The issues I encountered during my experience were unresolved, and the company's performance was unsatisfactory. I believe it is important to highlight these concerns and hope that the company takes appropriate measures to improve...