[Xiaomi Mi 5 Guides, News, & Discussion] arcopidia:
I had purchased Xiaomi Mi5 mobile from Xiaomi's india website (mi.com/in) on 11.04.2016 worth Rs 24,999. Xiaomi was offering mobile accidental & liquid damage insurance of Rs 499 for my mobile. I purchased this Insurance plan called "Mi protect". Insurance claim is facilitated by 'One Assist Consumer Solutions Pvt. Ltd.' while their Insurance partner is 'National Insurance Company'.

I keep my mobile on my bed while sleeping everyday. On 23.04.2017 morning I found that my mobile fell from bed while I was asleep. My hand would have struck the mobile at night during sleep.

I reported the incident on the same day to One Assist customer support team. During claim process I suffered many problems which I would like to share as below :-

1. I was promised a temporary mobile for 7-15 days by One Assist which they didn't provide.

2. They asked me to courier my mobile to their service centre (Kolkata) through their courier partmer 'Blue Dart courier' but provided me wrong address due to which I nearly lost my mobile.

3. They argued that the address is correct and they receive other mobiles on the same address and will talk to courier company regarding this matter.

4. They later accepted that the address is wrong and said that they will talk to courier company to deliver it to correct address.

5. They now said it was my mistake that I sent to wrong address and asked me to talk to courier company myself for change in delivery address which I managed to do after many repetitive requests to courier company.

6. On 19.04.2017 they conveyed me that my claim is rejected due to "EXCLUSION 1 - loss or damage to the Gadget due to mysterious circumstances / disappearance or unexplained reasons."

7. I refused to accept this as mysterious / unexplained and asked them to clarify any doubts if they have or let me contact any higher official for my grievance but they denied my request and said that their decision is final.

8. They said that my unrepaired mobile would reach me by 7-10 days maximum and I have not received any dispatch details of my mobile as of today (09.05.2017).

9. On 21.04.2017 I received a call from a courier boy(Mumbai) saying 'we have received a request to pick n drop a package from you, where is your address?'. I told them that I am the recipient, I don't know where is my mobile currently, please ask One Assist where is the pick up address.

I conveyed this error to One Assist team. They said they will look into this matter.

10. On 24.04.2017 I again received a call from the same courier boy, asking the same details. I again talked with One Assist team and asked how this same error happened twice. They again promised to solve the issue.

11. On 27.04.2017 I received a call from One Assist asking for confirmation that whether I have received my mobile or not. When I told them about courier boy errors, they asked me that agent's phone number and promised swift action.

12. I talked to Xiaomi customer care but they refused to entertain my request to interfere and asked me to contact One Assist only.

13. I have sent many emails and made many calls to them. Only reply they give is that "my matter has been escalated to concerned department, the issue will be resolved within 48 hrs."

14. When I call their customer care number, they put me on hold for 10-20 min then cut the phone. When I call again they don't pick up my phone. I have to call them from other numbers so that I can talk to them.

As you can read, One Assist team is highly unprofessional, ridiculously lazy and they have no communication/co-ordination between them.

I hope you can imagine the suffering through which I have gone because of inefficiency of One Assist team. I am not alone, these people are doing the same thing to almost everyone. I searched Google and found hundreds of people saying the same thing. even if they return your phone after few months it would not be usable.

I request you to stay away from them and save time and energy.