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Jumia online shop refunds Sh16k for spoilt tablet


Kitonga Mutie wrote,

Dear Nairobian Defender

I appreciate the help you give to Kenyans. My name is Kitonga Mutie. I am from Mwingi. I bought an ASUS tablet from Jumia on 14/02/2015.

The device developed technical issues and I took it for repair at their recommended repair centre - Ensure Services Ltd in Westlands, Nairobi - on 2/10/2015. Since it is under warranty, I was to pay no extra charges.

I was informed to come back after two weeks to pick my device. I went back on 22/10/2015 hoping that the 20 days were enough for repairs. Surprisingly, the device was not only unrepaired, but it wasn’t working. I had left them the tablet in very good condition despite the technical issues.

I raised the issue with them and I was told that they had requested for a motherboard from the manufacturer. Since then, their answer has always been “the manufacturer has not responded to our email”.

Does it take weeks for an email to be replied? Following this, I talked to Jumia about replacement and they informed me that only the repair centre is authorised to replace the product.

In regard to their conversation, I was told in two weeks time, ending 3/12/2015, that the replacement would have been done already.

I have gone back severally, doing follow-ups, but nothing has been forthcoming. It is tiresome since I have to travel for long hours following this same issue. It is wastage of time and resources on my part. I can’t endure this torture any longer. I am kindly requesting your intervention and assistance, not only for my sake, but for the sake of many other customers.

From their website, I noted that the centre is a recommended service provider for a number of electronic products. My device details are Asus fonepad 7, job order no (from service centre) 0002240812, Model name: ASUS 90NK0121-M04300, Serial number EBOKBC223722. The order no (from Jumia) is 300412746.

Kindly find attached here the job card from Ensure Services and the invoice from Jumia Kenya.

Thank you in advance.


Kitonga Mutie

Steps taken by the Nairobian

The Nairobian contacted Jumia and after several emails between us and them, they have finally helped to sort out the issue. We thank one Dennis Muendo from Customer Service at Jumia Kenya for helping us sort out this issue.


Below are just some of the email replies from Jumia Kenya:

Hi Defender,

The above issue was resolved as per communication that we received from Ensure. It came to our notice that the tablet had been fixed (which was the issue) but Ensure had not installed the applications.

The customer has been advised to collect the item from Ensure (as we are not authorised to do so) and then return everything as per our returns policy https://www.jumia.co.ke/return-policy/ i.e the tablet with its package and accessories and we shall process a refund/replacement from our end. The customer has been instructed to contact me directly to facilitate the shipment of the package from Mwingi to Jumia through our affiliated courier partners.

We are expecting the matter to be resolved once this is done.


Dennis Muendo.


After Kitonga Mutie received a refund of Sh16,499, he sent us an email to register his appreciation to The Nairobian Defender team.

Dear Defender

I received the refund today of Sh16,499. I wish to thank you for the commitment and selflessness you have accorded my pursuit for justice. I am really thankful.

My appreciation to the whole Standard Group fraternity.

Kind regards,

Kitonga Mutie. 

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