I've repeated this story to about 50 o2 employees who are passing me backwards and forwards.
I got mugged 2 days ago (Iphone 3gs), and as any normal person would do I reported it to the police and continued to file an insurance claim through o2 (I purchased insurance on the day I bought the phone). On filing an insurance claim I was notified that I DONT have insurance even though it clearly says so on my receipt, but I was told to go to the o2 store and show my receipt and all would be resolved-the o2 store told me the person servicing me on the day was on their last day at work and they didn't add my insurance to the account- but again all would be resolved. I called insurance again and was told to fax the receipt to a specific department in insurance, they told me the issue would be cleared after that. I was connected to the insurance department and continued to file my insurance claim, the insurance company then said they wouldnt cover the theft because the insurance was only just activated and they can't cover the theft as I wasn't insured on the day. I obviously went mental as my insurance clearly states it should be active on the day of purchase.. In the mean time I was being passed backwards and forwards between different o2 employees who had/have ABSOLUTELY NO CLUE WHAT IS GOING ON. After several arguements and rants I was given to a manager who was supposed to fix this, he gave me yet another fax number and told me to fax the receipt there and he would call me in a few hours to notify me of what happened, and that either customer services or the insurance company would admit fault and replace my phone.. I called the o2 store that had a copy of my receipt to fax it, and they supposingly did...6 hours and no phone call from the manager later, I went through another epic journey in the chain of command of o2 having to repeat the entire story about 50 times, I have literally spent the entire day either on hold or arguing with someone, and the new conclusion is to fax the receipt to a specific number(one which Ive already faxed the receipt too), and see what happens from there.
I think this is absolutely disgusting on behalf of o2, no one has a clue as to what is going on in their own department, they have taken me out of my own skin.. I was told that even if I fax it tomorrow it won't be until monday until the paperwork goes through, so that would mean it has taken me a week to file an insurance claim for THEIR mistake, and ofcourse I will be expected to pay the insurance in full, and continue paying o2 like the sheep of a customer I am. I am on the verge of taking them to court if I have a case or just never paying them again and demanding my deposit back for the phone.
This is a joke.
