Man Says Urban Company Executive Broke His Rs 40,000 TV, Company Responds

A man recently took to X (formerly Twitter) and claimed that an Urban Company executive, who came to install a new 55-inch TV at his friend's place, "irreparably" broke the brand new device, which cost Rs 40,000. Upon contacting customer service, the company stated that they would reimburse only Rs 10,000. Divyanshu Dembi wrote on the platform, "Hi @urbancompany_UC my friend @akashjaini had engaged your services recently. Your guy ended up breaking his INR 40K TV irreparably. Now you're telling us that you can only reimburse 10,000. Is this a stupid joke? You better cover the full cost."

Hi @urbancompany_UC my friend @akashjaini had engaged your services recently. Your guy ended up breaking his INR 40K TV irreparably.

Now you're telling us that you can only reimburse 10,000. Is this a stupid joke? You better cover the full cost.

Attaching screenshots. pic.twitter.com/VmpDKrncTM

— Divyanshu Dembi (@DembiDivyanshu) December 29, 2023

He also shared two pictures of the broken television. In another post, Mr Dembi shared screenshots of Akash Jaini's chat with Urban Company's customer care. "The screenshot of Akash's chat with @urbancompany_UC @UC_Assist. This is a wholly unprofessional and dishonest way of treating a premium customer. Please get your house in order and reimburse the full amount," he wrote on December 29, 2023.

Further, Mr Jaini also shared updates on the situation. He added that the company was not willing to pay more than Rs 10,000, due to "certain policies", as informed by the customer care executive. "Ridiculous treatment despite admitting their fault in destroying a brand new 55inch QLED TV, they were insistent not to bear more than 25% of the repair cost," he wrote on the platform. Mr Jaini asserted that he wanted the company to compensate the full amount.

On December 30, the customer stated that Urban Company offered him total assistance of Rs 20,000. He stated, "@UC_Assist called offering 20k, which means they aren't bound to their 10k contractual limit. I denied insisting on a compensation of the full amount. Then they called up the service guy and suddenly decided he was never responsible for the damage." In another post, he said, "I have call recordings where they have now 3 days later turned around and stated that the service professional would not lie, although he clearly has the greatest motivation to do so and I have a picture of him handling the TV after doing the damage."

I have call recordings where they have now 3 days later turned around and stated that the service professional would not lie, although he clearly has the greatest motivation to do so and I have a picture of him handling the TV after doing the damage. pic.twitter.com/OsN8PVEAbq

— Akash Jaini (@akashjaini) December 30, 2023

He urged others on the internet to boycott the company for their "absolutely ridiculous behaviour of changing official company stance". Mr Jaini also claimed that Urban Company checked his LinkedIn profile. He continued, "Looks like the only investigation they're doing is on me personally and not on the liability of damages since they've already decided I'm the liar and the technician is not responsible."

The company issued a statement regarding the same. "At Urban Company, we keep customer delight as the central pillar while delivering services. And every day, we push the envelope towards delivering high-quality, delightful service experiences. As per our investigation, we found that the incident occurred post-installation of the TV unit and that our service partner was not at fault. However, we are in touch with the customer and, as a goodwill gesture, are repairing the TV free of cost," it said.

Since being shared, his post has amassed a lot of reactions from internet users.

"Go for legal proceeding it may take some time but  @UC_Assist type  company should get taste of unprofessionalism," said a user.

"Almost same thing happened with us. Co. Technician damaged our Panasonic split ac. Initially co. Accepted mistake and offered 10000, we refused and moved to consumer court. Co. Charges more than double the local Technician but services are worse than them," commented a person.

Another wrote, "Shame on you #Urbancompany.. making fool out of customers.   I use to use their multiple services but recently saw the degradation in their services. Now going to stop completely ..."

"Dude this is scary I will not avail urban company services from now," wrote a user.