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

Mr Jaini 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.

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 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

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.

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.