topic Re: O2 Insurance Courier Collection in Discussions & Feedback

O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 22:30:35 GMT

Hi. I am new to this forum so apologies if I make any mistakes or faults along the way.

I have an iPhone 6S Plus which, unfortunately, suffered quite bad screen glass damage after it dropped onto the road. I used it for a while but then discovered I had full free accidental repair insurance that came with my tarriff. I made a call to the O2 insurance team who informed me my claim had been logged and processed and was due for collection Tuesday.

However this is where I began to get confused. I was told three different things from seperate live-chat advisors and 2 emails:

1. The courier will arrive with a pre-addressed Jiffy Bag and I just hand him the device.
2. I have to "correctly label and package" the iPhone myself and hand to the courier.
3. The courier will hand me a pre-addressed Jiffy Bag and I send it off myself.

From what I've read it's most likely I have to just hand the courier my device and it's sent off straight away. I've read so many horror stories about this process and I hope it's as smooth as possible and will keep this thread updated as it happens to hopefully help people in the future. Thanks for any advice or help with this too.

Re: O2 Insurance Courier Collection

Cleoriff — Mon, 27 Jun 2016 22:53:35 GMT

Hi @Anonymous Welcome to the forum

As far as I am aware if you have been told the courier will collect the phone when you should just give it to him. Make sure you get some sort of receipt. One of our members @viridis had one sent for repair recently...I know he said that's what the process is.....:smileyhappy:

Keep us updated please

Re: O2 Insurance Courier Collection

Bambino — Mon, 27 Jun 2016 22:51:27 GMT

If you do a search on the forum you will see how completely unreliable Live Chat is. If you can, call customer service to clarify the procedure, but my bet it will be number 1 on your list. If they wanted you to send it off yourself, why would they have a courier delivering the jiffy bag? Just make sure it's addressed correctly and has your correct return address before you hand it to the courier.

Re: O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 22:54:08 GMT

@Cleoriff The last email I got states "A courier has been booked to collect your iPhone. They will bring a jiffy bag for you to put your iPhone into". Hopefully that's as easy as it is. But reading all sorts of different things and getting a bit confused haha but thank you so much for your help and I'll keep you updated!

Re: O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 22:56:24 GMT

@Bambino Yeah I'm getting the consensus that the live chat is very unreliable. I thought the advice they gave was a bit silly but they told me 3 different ways it's going to happen which suggests they don't really know themselves but I'll keep this thread updated and let you all know how it goes down! Thank you for you help though!

Re: O2 Insurance Courier Collection

Cleoriff — Mon, 27 Jun 2016 22:58:25 GMT

@Anonymous wrote:
@Cleoriff The last email I got states "A courier has been booked to collect your iPhone. They will bring a jiffy bag for you to put your iPhone into". Hopefully that's as easy as it is. But reading all sorts of different things and getting a bit confused haha but thank you so much for your help and I'll keep you updated!

Actually @Anonymous I have been in contact with Viridis on your behalf.. He confirms what I said in my initial post is correct...

Re: O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 22:58:46 GMT

Definately should be number one, and they should give a receipt for confirmation.

Re: O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 23:03:20 GMT

@Cleoriff Thank you very much for doing that it's appreciated! I'm now more at peace with this whole thing but, again, I'll update the thread as soon as it's done. Thanks again

Re: O2 Insurance Courier Collection

Bambino — Mon, 27 Jun 2016 23:03:21 GMT

Good luck @Anonymous. Hope you get your phone repaired quickly.:smileywink:

Re: O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 23:05:20 GMT

Haha thank you very much @Bambino I'm really hoping so. Never had to send a phone off for repair before so a bit apprehensive as I know how mad these things can become so better safe than sorry I guess

Re: O2 Insurance Courier Collection

Cleoriff — Mon, 27 Jun 2016 23:22:21 GMT

A word of advice here @Anonymous...Its always good to take photos of the phone you are sending off and make a note of its IMEI number...that way you can be sure that there is no other damage other than what you have reported. Also the IMEI will ensure you get the same phone back. Not scaremongering but always best to be safe than sorry....

Re: O2 Insurance Courier Collection

Anonymous — Mon, 27 Jun 2016 23:26:36 GMT

Thank you for your advice @Cleoriff

From what I've been told it's not a repair it's a full replacement device so I think the IMEI would change...unsure if im honest not the most knowledgable on this kind of this but I'll take pictures of the device beforehand certainly.

Re: O2 Insurance Courier Collection

Cleoriff — Tue, 28 Jun 2016 00:01:10 GMT

If it is a new phone the IMEI would change...but that's one way of knowing if you have a new device when its returned. Anyway will leave you to it. Hope all goes well and looking forward to hearing the outcome

Re: O2 Insurance Courier Collection

jonsie — Tue, 28 Jun 2016 05:14:21 GMT

Don't forget to take out the sim card and back everything up to itunes

Re: O2 Insurance Courier Collection

MI5 — Tue, 28 Jun 2016 07:17:17 GMT

@Anonymous wrote:
Thank you for your advice @Cleoriff

From what I've been told it's not a repair it's a full replacement device so I think the IMEI would change...unsure if im honest not the most knowledgable on this kind of this but I'll take pictures of the device beforehand certainly.

Just so that you are aware, the replacement will be a refurbished phone most likely.

Re: O2 Insurance Courier Collection

Anonymous — Tue, 28 Jun 2016 11:04:25 GMT

@jonsie All done! Phone is now ready sitting waiting for collection. Got an email from DPD saying they'd come between 12:37 and 13:37 so will update as soon as it happens

Re: O2 Insurance Courier Collection

Anonymous — Tue, 28 Jun 2016 11:05:19 GMT

@MI5 Ah I see, well anyway at least I won't have a cracked screen! (As long as everything goes to plan)

Re: O2 Insurance Courier Collection

MI5 — Tue, 28 Jun 2016 11:09:42 GMT

@Anonymous wrote:
@MI5 Ah I see, well anyway at least I won't have a cracked screen!

Hopefully not

Re: O2 Insurance Courier Collection

Bambino — Tue, 28 Jun 2016 11:12:47 GMT

@Anonymous It seems fairly likely that your phone will be replaced and you won't get your present phone back. I don't know if you can do this on an iPhone, but if you can, the phone should be encrypted and then a factory reset done to ensure any data you have on the phone that may be sensitive is unreadable.

Re: O2 Insurance Courier Collection

Anonymous — Tue, 28 Jun 2016 11:24:17 GMT

@Bambino Unsure if it's the same thing but I did an encrypted back-up on iTunes of all my data and then did a factory reset of the iPhone