In July 2024, Rivers State resident Nneoma Onwuchekwa bought a television through Jumia.

Less than three months after the order, the gadget developed technical issues, but since then, Jumia and the vendor have refused to offer the benefits of the product’s warranty.

Onwuchekwa first told FIJ in February that when she and her husband contacted Jumia, the e-commerce company told them to call the vendor for the repair. It was a surprise for the couple since the TV came with a one-year warranty agreement.

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“Within three months, it developed a picture problem. It was showing blunt pictures,” Onwuchekwa explained.

Jumia first told them to waybill the television back to Lagos from Port Harcourt, and that was the end of it.

For the vendor, “she said it would cost N250,000 to fix (the TV). We told her Jumia said the TV has a year’s worth of warranty, and we have not used that TV for more than 2 months”.

All attempts Onwuchekwa made to reach Jumia in February led to nothing. “At a point, they stopped picking our calls,” Onwuchekwa added.

In April, she told FIJ again that Jumia called in March to apologise to them, but after that, they did nothing to help.

Since then, Jumia only continued to promise that they would do something about it.

On Friday, when FIJ called the e-commerce company, they said they were communicating with Onwuchekwa.

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“I can see that a return has been initiated for the customer you are calling in respect of,” the Jumia customer attendant said on a phone call.

“They returned this item back to Trans Amadi Pickup Station, Peter Odili Road, in Port Harcourt.”

He also argued that Jumia only has a 7-day refund policy. “So if the customer is calling after 7 days, we refer the customer back to the service centre,” he said.

“If the service centre is asking the customer to pay for an item, because it’s a warranty not a guarantee… Warranty is repair, guarantee is change.”

When FIJ contacted Onwuchekwa after the call, she said that Jumia had sent an email that confirmed the return of the television to Trans Amadi. However, from the time the email was sent to the couple, it showed that it was only sent after they dropped the call with FIJ.

They also promised to initiate the refund for the television within eight business days “from the return creation date”.