PATHETIC AFTER SALES SERVICE. Review on Reliancedigital

1.Hi. I’m writing my review based on the events that took place with a purchase I made in Reliance Digital which included an iPhone 11 and an insurance policy. In short DON’T BUY FROM RELIANCE DIGITAL. EVEN THEIR RESQ PLAN IS HORRIBLE. (you can read the events that transpired below).

2.I had purchased an I-Phone 11, 64 GB on the 26th of January, 2020, and also wanted a full insurance coverage for the phone against any physical/liquid damages. This type of insurance is available across all markets, on-line and offline for roughly the same price. Even APPLE SHOWROOMS offer it at the same rate. The sales executive had informed that they have a ‘Comprehensive Scheme’ that would cover all types of Physical/Liquid damages to the phone.

3.In the bill, the insurance had been marked a ‘CS’ which the sales representative had said was a ‘Comprehensive Scheme’ for insurance and covered all types of damages-Physical or otherwise. It cost me Rs 6, 599/-. (According to it I would have to bear 20-40% of the repair cost in case of damage). It was costlier than other Comprehensive schemes in the market but I took it imparting full faith and confidence in Reliance Digital and its employees. Plus there was no paper that gave a full description of the details of the insurance. In today's digitized world I did not expect any type of deceit from such an established institution.

4.However, when I tried to claim insurance coverage for my damaged phone a few days back, I was told by the call center representative that my insurance scheme was only for ‘Cracked Screen’. I approached the store where I had purchased the items and was told that that particular employee does not serve there any longer and could not resolve the issue.

5.The sales representative had clearly ‘Misrepresented’ the item I had purchased. In a bid to complete the purchase, he lied and had sold me some other type of insurance. Even when I had asked what ‘CS’ meant in the bill he confidently assured me that it was a Comprehensive Scheme for insurance.

6.I approached the store and they told me to contact the customer care. I then contacted several customer care numbers and wrote mails to address the issue of how I was tricked' and ‘Deceived’ into purchasing another item. Each time I was told to contact some other office. In reply to my mails, the backed team kept repeating the same thing-This insurance only covers ‘Cracked Screen’ and that I would bear the complete cost of repair.

7.One month had already passed since my first complaint.

8.I somehow managed to get the email of a higher office of the retail shop. I mailed them my grievance and by God's grace, within two days I got a call from the company stating that I would have to bear only 40% of the replacement cost. This was what I was expecting and thought that my ordeal was finally over. But no, another set of events further fueled my disappointment.

9.I had my phone collected by an agent. For two weeks I had not received any information regarding my phone repair status. The call center would only say ‘I am sorry…… I am sorry…… I am sorry’. Finally, after two weeks I got a call and was told to deactivate FMIP(Find my iPhone) feature. I immediately did so. I got a call again the following week again telling me to deactivate FMIP. I sent screenshots this time again. I again got a call the next week telling me to deactivate FMIP again. They took me for a fool and stalled the repair of my phone. In the fourth week I got a call telling me that since I had not paid the ‘Service Charge’, the repair of my phone would not be initiated. (Like seriously, …… in the three times I had been called no one said anything about any Service fee.). Anyway, I told them to send me a link and I managed to make the payment through it.

10.Finally, five weeks after my mobile was taken for repair I got a call telling me that my entire handset would be replaced and that I would have to bear 40% of the replacement cost. I was prepared for that and made the payment immediately after I received the payment link. Two days later I got a mail telling me that my mobile has been dispatched.

11.Four days later the tracking id showed that the mobile has been delivered——-to MUMBAI….and I live in DELHI

ResQ’s customer care team is trained to only say ‘I am sorry…… I am sorry…… I am sorry’. That’s it… they can't do anything else. They don’t know what’s happening to your device, they don’t know how long repair will take. Their ‘backend team’ cannot be contacted except through mail-and their standard reply each and every time I sent a mail was “please send your IMEI number”