topic Re: O2 insure: feedback. in Discussions & Feedback

O2 insure: feedback.

viridis — Thu, 30 Jun 2016 12:21:16 GMT

Read here for the background.
http://community.o2.co.uk/t5/Other-Devices-Nokia-Blackberry/O2-online-chat/td-p/207143/page/3

Credit where credit is due, this morning took delivery of a brand new Z5 premium without the need for any complaints or the like.
Took a bit longer than advertised but on the whole they came through good and were helpful when called.
Device sent via dpd in a double sealed box and the handset is indeed new (16w21) and is perfect as far as I can see (no left blur btw)
So, on my experience I would have to give o2 insure a firm 8/10, docked points due to lack of contact unless I called them, and because I would never consider a Z5 compact a "same spec alternative"
But a firm 8/10 based on my experience which I accept is not the common one we hear of...however, more people join to complain rather than praise.

Re: O2 insure: feedback.

Cleoriff — Thu, 30 Jun 2016 12:23:47 GMT

Well I am amazed @viridis and yes indeed...credit needs to be given for this.

Brand new? Brilliant mate...couldn't be more pleased for you...

Re: O2 insure: feedback.

gmarkj — Thu, 30 Jun 2016 12:31:19 GMT

glad to hear that it has been resolved in a satisfactory manner.
tbh, given the wording on the insurance that you pointed out it should have been obvious to them that is what needed to happen (his contract says replacement,we don't have a refurb so we'll give him a new one)...

Re: O2 insure: feedback.

Bambino — Thu, 30 Jun 2016 12:50:56 GMT

It does surprise me that you've rated them as high as 8/10 @viridis, considering all the hoops you had to jump through just to get what you were entitled to.

Re: O2 insure: feedback.

Cleoriff — Thu, 30 Jun 2016 12:55:08 GMT

@Bambino wrote:
It does surprise me that you've rated them as high as 8/10 @viridis, considering all the hoops you had to jump through just to get what you were entitled to.

I think this may be due to the fact that he got a brand new phone in a sealed box. A lot of people get refurbs..

I don't know for sure of course.....just 'my thoughts'...

Re: O2 insure: feedback.

jonsie — Thu, 30 Jun 2016 12:59:02 GMT

Really pleased for you @viridis, just wish everyone was treated as equally!

Re: O2 insure: feedback.

viridis — Thu, 30 Jun 2016 12:59:59 GMT

As said tho, I docked points on the lack of contact. Each time they did make contact they offered the alternatives but did state I could wait for my handset no problem.
I never got round to sending the email to complaints, so this was just as it happened.
No doubt I would have been more impatient and angry did I not have the backup phone as most people don't, they get offered a brick from 2003, but luckily I could carry on as normal.

Re: O2 insure: feedback.

viridis — Thu, 30 Jun 2016 13:02:04 GMT

@jonsie wrote:
Really pleased for you @viridis, just wish everyone was treated as equally!

Indeed, would be nice.

Re: O2 insure: feedback.

Cleoriff — Thu, 30 Jun 2016 13:12:10 GMT

@viridis wrote:
As said tho, I docked points on the lack of contact. Each time they did make contact they offered the alternatives but did state I could wait for my handset no problem.
I never got round to sending the email to complaints, so this was just as it happened.
No doubt I would have been more impatient and angry did I not have the backup phone as most people don't, they get offered a brick from 2003, but luckily I could carry on as normal.

I think this is called perseverance and dogged persistence on your part @viridis

Re: O2 insure: feedback.

jonsie — Thu, 30 Jun 2016 13:16:32 GMT

Begs the question what would have happened if you waited for them to call you?

Re: O2 insure: feedback.

Beenherebefore — Thu, 30 Jun 2016 13:25:09 GMT

@jonsie wrote:
Begs the question what would have happened if you waited for them to call you?

We'll never know

Re: O2 insure: feedback.

jonsie — Thu, 30 Jun 2016 13:26:38 GMT

I think we can all guess....

Re: O2 insure: feedback.

MI5 — Thu, 30 Jun 2016 13:49:34 GMT

Glad you got sorted mate

Re: O2 insure: feedback.

Cleoriff — Thu, 30 Jun 2016 14:44:53 GMT

@jonsie wrote:
Begs the question what would have happened if you waited for them to call you?

He did...and they didn't. Apparently...

Re: O2 insure: feedback.

Martin-O2 — Thu, 30 Jun 2016 15:51:17 GMT

Great to hear you had a good result here @viridis Thanks for letting us know