Jeeves Consumer Services - delayed service feedback
Complain ID : CCN059970 55
Service Complaint
Complaint Date: October 14, 2022
I would like to bring to your notice about my service experience for my Thomson TV from Jeeves Consumer Services. I bought complete protection for 3 yrs with Policy #CPFK310321001432. My TV had an issue with the panel and it was picked up for repair on 26 Sep 22. These are the concerns I have faced and no resolution has been provided from Jeeves customer care.
1. I was told that panel replacement would take 21 days. Later while following up with the customer care agent, I am told that it is 21 business days excluding holidays. There is no such clause in the agreement about 21 days repair time for panel replacement. Why should it take close to a month for simple panel repair?
2. If it would take 21 days, I suggested to return the TV and pick it up when the part is ready for replacement instead of holding the TV at the service center. TV is a major entertainment device and creates a lot of issues if not available. It has created a lot of frustration with old age people at home and this situation needs to be improved to improve customer satisfaction.
3. I have requested to arrange for a call back from a senior person to address my issue but ended with no result. The call center agent would only look at the update on the screen and has no idea what is happening in the back end. They would simply tell me to wait for 21 days.
4. I requested so many times to expediate or escalate my TV repair time. but my request went in vain.
5. I got a message on 11 Oct 22 saying that the panel is available for repair. TV is not being fixed and returned until today when the part is available.
I think a moth lead time to repair a simple basic model TV is unacceptable in this fast age, that too with an important household item
1. I was told that panel replacement would take 21 days. Later while following up with the customer care agent, I am told that it is 21 business days excluding holidays. There is no such clause in the agreement about 21 days repair time for panel replacement. Why should it take close to a month for simple panel repair?
2. If it would take 21 days, I suggested to return the TV and pick it up when the part is ready for replacement instead of holding the TV at the service center. TV is a major entertainment device and creates a lot of issues if not available. It has created a lot of frustration with old age people at home and this situation needs to be improved to improve customer satisfaction.
3. I have requested to arrange for a call back from a senior person to address my issue but ended with no result. The call center agent would only look at the update on the screen and has no idea what is happening in the back end. They would simply tell me to wait for 21 days.
4. I requested so many times to expediate or escalate my TV repair time. but my request went in vain.
5. I got a message on 11 Oct 22 saying that the panel is available for repair. TV is not being fixed and returned until today when the part is available.
I think a moth lead time to repair a simple basic model TV is unacceptable in this fast age, that too with an important household item
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