First of all I am a loyal o2 customer who has probably spent thousands in the past few years with this company so to be given service like this I am really not amused. I purchased a Sony Ericsson W595 in december from o2 shop and was sold mobile phone insurance, which I thought would be a good idea seen as I had only a month ago bought a W595 which was unrepairable and I had to fork out for another mobile so soon after.
Two weeks ago, the phone started freezing up, and id have to switch it on and off, taking the battery out to get it booted up again. It then failed to switch on, so I took it into the o2 store and they told me to contact the insurance company on the documents they sent me. Last week I rang up o2 again, told them the issue then waited on hold to the most annoying hold music (same track over and over and over) for 45 minutes to be told by the operator to call back first thing next day as it was just 'too busy' with the new iphone being out. (so why should other customers be penalised because a new phone is out!)
I rang back late last week (bear in mind the frustration of being non contactable all this time)and endured another near 50 minute wait to the hold music. (Im at work too bear in mind). Eventually the guy from o2 got hold of the insurers and he had a spiel of questions to ask me. I answered them ie when did the phone break etc and he seemed happy enough. I was then instructed to fax my policy sheet through to the insurers along with my name, number and a good time to call. I done this, but shock horror heard nothing.
Today I rang back again, and had about a 20 minute wait to be told 'take it into your o2 shop' I just couldnt believe my ears. I already done that with my last phone and they sent it away for 2 weeks, only for me to be told 'we cant fix it'. So just not prepared to do that again, I use my phone for everything and cant really function without it as people from work need to get hold of me for shifts, or to tell me where im based that particular day etc etc i have been SO frustrated.
This is a genuine case of my phone buggering up and no longer working - what do I pay insurance for?! I would have rather they said when I first went into the store 'sorry this is going to take weeks on end to make a claim, and even then its not guaranteed - just buy a new phone'. I work full time - its not practical to sit on hold for hours on end, or trail in and out of town, park , pay for your parking, go in to o2 shops etc, especially when I work 8-6 most days.
I have been with o2 for years and have always promoted them to other people, and declined tempting contracts from elsewhere due to my loyalty values. The way I feel I have been treated has left me without a functioning mobile phone and caused me a lot of problems workwise and personally. I have also lost all my 300 odd numbers, pictures and videos, its not even like im just after a new phone as id stick with that one for another couple of years if needbe, saves the hardship of transferring numbers etc. But the main thing is I need a phone that works, which is why I agreed to this insurance.
I refuse to be mucked about any longer, or make any more calls to get nowhere. I tried to write to o2 online but their form asked me when I last topped up, I have no idea so therefore I was unable to contact them - fantastic barrier there!!
I will probably buy a new phone tonight or tomorrow as I need it to lead my life as I do, which means I have been paying insurance for nothing as it has been abobut as much help god knows what.
I trust that seen as the phone I have got the insurance out on is no longer working that I wont have to pay the insurance for it?! I should really expect a refund seen as o2 have sold me a service they couldnt deliver. I dont just mean not giving me a phone, i mean the fact I was unable to make a claim in the first place due to the ridiculous hold times, lack of information and lack of communication.
I am really angry about all this and feel very upset that this is the kind of service provided to customers. I would say my service from o2 up until now has been flawless, what a pity.
