O2 insurance - annoyed
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11-07-2017 14:27 - edited 11-07-2017 14:32
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11-07-2017 14:27 - edited 11-07-2017 14:32
- No protection - no bubble wrap for the Ipad, which arrived in a flimsy cardboard box.
- Ipad was returned by me to O2 insurance in its Original box with its accessories ( as I was advised by O2 customer service)
- I am missing the iPad in original boxed condition, with no accessories, no charger.
- Not confident about the quality of the Ipad received back - with the fact I don't know how many times it was dropped by the DPD courier, or handled in the kind of package it arrived back to me in.
- Send me a boxed iPad with its accessories - and collect the Ipad pro which you have arranged to send me in a very suspect package (which is not what `i will send anything valuable in the first place)
- Send a email to the O2 store from which I took the O2 contract for the Ipad pro in first place, and allow me to return the replaced Ipad pro & collect a boxed replacement, which would be a like for like replacement ( as I had arranged to send O2 iPad in its original packed box in good faith as per advice from O2 only)
- I have to continue to pay for the Ipad pro contract - while I am not using the Ipad pro.
- Why was boxed replacement not sent back to me, while validating my claim when it became clear to the o2 insurance team that I sent to O2 insurance all the accessories / and boxed iPad which I should not have sent to them in the first place.
- I have been advised that my accessories/box's etc would have been destroyed by the O2 insurance team. So what can I do as a customer - I cannot charge the iPad without a charger, and I would want the accessories etc to be sent back to me
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on 11-07-2017 14:28
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on 11-07-2017 14:36
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on 11-07-2017 14:36
@Eklevaya when you're returning any item either as part of an insurance claim, or for repair, you're usually advised just to return the product itself without any accessories/packaging etc. So in this instance it would just the the iPad Pro that would be sent off, and you'd keep the box/charger/accessories.
The terms of the insurance cover do specify that any replacement may be a refurbished/reconditioned unit - my personal experience which I know others on here share is that they are usually to a sufficiently high standard that you'd be hard pressed to differentiate between the refurb and a brand new unit.
As you'd kept the original packaging/accessories, you'd therefore have an "as new" replacement that would still be in boxed condition.
I do share your concerns regarding the lack of packaging often used when the replacements are sent out however, and have fed this back myself as a customer.
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on 11-07-2017 14:50
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on 11-07-2017 14:50
Wa10
I don't have an issue with a refurbished one / or a new one sent across to me as a replacement for my broken iPad Pro.
I was advised by customer service to send it in boxed condition as I had originally got from store - now with no original box/accessories / including the charger - how am I supposed to charge or use the Ipad.
that's the crux of my annoyance / and complaint.
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on 11-07-2017 14:57
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on 11-07-2017 14:57
In that case, quite understandable @Eklevaya, I'd be frustrated too!
When you're speaking to O2 Insure, explain that to them and ask them to listen to the orignal calls - they are all recorded, so they will be able to. Assuming that the recording supports what you are saying, that obviously leaves the onus on O2 to put things right for you. And if it's necessary to continue with a complaint (an avenue you would need to exhaust, to the "deadlock" stage before you could consider escalating to the Ombudsman) then the call recording would be pivotal in that process.
Of course, the danger is if you have misinterpreted the advice given...perhas that the iPad should have been boxed up suitable for collection, rather than specifically advising you to return the box/accessories, then this could undermine any claim you may have. I obviously wasn't part of that call/conversation, so wouldn't like to speculate.
Good luck with getting it sorted, and keep us posted with how you get on.
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on 11-07-2017 17:53
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on 11-07-2017 17:53
Has anyone else also suffered issues - with O2 insurance ...I can't be the only one who has had a bad experience with O2.
Also when O2 shop - sells you insurance, it's said in the case of accidental damage/loss we will get you replaced with the same model of any device you take on contract.
I was advised to send back the Ipad - in boxed condition for an O2 insurance claim with all its accessories.
How can sending me back just the Ipad ( Minus its box/accessories/charger etc ) - be a ' like to like' replacement ?? How will anyone charge a device without its charger unit or use it at all !!!
Eklevaya
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on 12-07-2017 13:02
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on 12-07-2017 13:02
Called O2 Insurance Helpline to check the status of my complaint.
Informed its still under investigation.
I continue to pay for the contract none the less - without using the replacement Ipad ( kept in its sealed cover)
#day 2 / ( of the 8 week period which it can take up to investigate few calls made)
Eklevaya
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on 13-07-2017 14:08
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on 13-07-2017 14:08
Called O2 Insurance Helpline to check the status of my complaint.
Informed its still under investigation - while I continue to pay for the contract none the less - without using the replacement Ipad ( kept in its sealed cover)
# day 3 / ( of the 8 week period which it can take up to investigate couple of calls I had made)
Eklevaya
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on 13-07-2017 14:32
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on 13-07-2017 14:32
- 29 Posts
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on 13-07-2017 14:47
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on 13-07-2017 14:47
@Jonsie
Thanks for your comment.
I will accept a like to like replacement ( Boxed Ipad ) for a boxed Ipad I sent to O2 insurance only.
Of course - that will have to have the accessories/charger !!
Eklevaya

