Airtel — airtel secure- device claim service request # 2207677

Address: 700070

Website: Airtel.in

I vivek singh of 17/6/2 vivekanand park bansdroni, kolkata 700070 bought and airtel secure plan after learning about it from a television commercial on 12th of july 2017. I dropped my phone accidentally on my table top onto the floor on 28th july 2017 and the phone screen was cracked. It was working fine only problem was that the screen appeared cracked like a spider web and small portion of camera cover was broken from the back side but it was all working fine. On 28th i tried to claim fro repair from airtel secure on my mobile app but the interface did not allow me to get this done then i called the customer service at 121 and was told that i can do it online at airtel.in, i tried that as well i did not find my pin code there so i called the customer care again and i was told that my compaints has been resitered and i will called in next 24 hours and someone will come and pick up teh phone, i waited and when i did not get any further responce in 24 hours i called again at 121 only to be told that no complain has been lodged from my end and they cannot do anything and i should visit an airtel store for further help. On monday 31st july i walked into the airtel store in jodhpur park and there i was told that airtel secure is an all togeteher different division and they cannot hel me but on some insisting he did register my complaint and gave me complaint number, after i that i recieved a call from one assist and they said that they sent me a link ipon my email id and i can register the claim theer and get all teh docs and photos uploaded, i did that and after 3 -4 attempts they said that my claim was successful registered and they will collect my handset from house, it was done on sunday 6th of august. After this i got an email saying that they have valued the estimated repair cost at around rs. 16, 974.00 and i called them back saying that it was way too much but they said that its been done by an authorized service center. On 17th of august i received an email saying that claim from declined for reason of improper handling and no proper care has been taken to protect the handset. Since then i have asked them few question and at times they have even failed to acknowledge my emails, 121 customer care said that they can only register complains regarding network issues and have no mechanism to register complain about any person or department and i should connect with nodal officer, nodal just repeats the same thing and failed to give any explaination on action taken about people who have lied to me and harassed me in this entire process. My old unrepaired handset is still with them and they are just running a scam, they did not verify or validate the condition of my phone at the time of purchasing the insurance but now they are said that proper care was not taken, i have asked them that what they ask for was never a prerequisite for buying the airtel secure. I hope i will get justice here.