Re: iphone 3gs insurance out of stock - Page 2

Anonymous · ‎27-09-2010

has anyone else been having the same problem as myself?
i successfully made a claim 2 weeks ago after losing my white iphone 3gs and was told the phone was out of stock and would be coming back in to stock soon and they would call me within the week.
a week went by without any calls or notifications so i rang them and after being on hold for 30+minutes i was told they were out of stock still and did not know when they were coming in.
i have continued to call them and been told different stories all the time, some people saying there is a shipment arriving from taiwan soon, and some people saying apple are releasing them slowly from america. i dont know who to believe now and they all say the same we dont know when they are going to arrive.
apple has discontinued the iphone 3gs 16gb which is what i had and you can no longer get from them so i dont see why they will be making more handsets and sending them out if they are discontinued.
can anyone give me any advice on what i should do now as it has been over the 14days which in the t&c say they will replace the phone. i have kept to my side of the contract by always paying and they on this case have not.
thanks for all advice

Anonymous · ‎01-10-2010

I'm in the same boat also, very frustrating having a broken phone for 11 days and counting!

Anonymous · ‎01-10-2010

o2 insure rep has just confirmed the 32GB 3GS is now in stock. I also got them to confirm it was brand new and not a refurb. Should get my replacment on Monday.

Anonymous · ‎02-10-2010

Hi i am having same problem, i have iphone 3g3 16gb which got broke nearly two weeks ago i succesfully made the claim but was told the phone was out of stock i have now been waiting for nearly 2 weeks.Ihave been getting texts from 02 saying things like sorry out of stock,then sorry this phone has been discontinued and then one saying sorry forget the last message it was sent by mistake lol.
I have tried ringing the insurance several times most time waiting for nearly an hour to talk to someone.On the occasion i have spoken to someone they have said it maybe a refurbished phone they send. When i took out the insurance i was specific that in the event that my phone needed replacing i wanted a new phone not a refurbished phone as my past experience with refurbs has been very bad,the sales assistant completly reasured me that with this premium insurance i was being sold would deffinataly be a new phone,i am now disgusted but feel there is proberbly nothing they can do as some where in the small print will be exceptions.
On another note i also received a letter from 02 about a month ago stating that my insurance premium will remain the same but form 30 sep my excess will go from £25 to £100 and a refurb phone instead of a new phone will be sent out from this date. I think 02 needs to do some hard thinking about the way they treat customers as i for one will never take out a new contract with them.

Anonymous · ‎02-10-2010

i havent had any phone to get my hands on to recieve texts as the o2 shop near me was closed for refurbishment for the past 2weeks. i have had no emails form them telling me anything so i have been on the phone to them every other day and have now lodged a complaint with o2 and the insurance company themselves. i had a letter this morning from the o2 fulfillment department saying they can not do anything either and said to contact the ombudsman if still not happy with this service.
what has everyone been recieving on the txt updates?
glad im not alone but feel sorry for you all as well

Anonymous · ‎02-10-2010

The texts are only telling that they have no iphones and they are waiting for a delivery.I wouldent be so bad if they could give an estimated delivery time but seems like were all in limbo at the moment.Think i will make a complaint and also contact the insurance ombudsman. Maybe we should all contact watchdog if enough of us complain they may help.

Anonymous · ‎03-10-2010

Hi guys - I am also in the same position. I submitted a claim on 14 September, have been told by 2 insurance people of a def delivery date, 2 more that the others lied to me, 2 people promising me a call back. Nothing.
I cannot express my digust and anger in strong enough terms.
I have expressed it as simply the worst customer service i have ever seen. One moron actually told me i just had to "play a waiting game" !!
I also got the phone is discontinued text and then a text telling me it did not apply!!
Regarding the insurance, they changed the terms at some point from guaranteed new for old, to a refurb and no time limit. I may be completely wrong, but i think it was the time that the underwriters changed. The policy that guaranteed new for old i will call "the old policy" and the refurb policy the "new" policy.
HOWEVER, the terms and conditions of the old policy provided that any change of terms would only apply if they gave written notice 30 days in advance. I never received such notice, and therefore the new policy does not apply to me. If you never received such notice IN ADVANCE, then it does not apply to you.
I am entitled to a guaranteed new phone. They, by their own admission, cannot provide one which is why i have written them a formal letter letting advising them that unless I get a replacement phone by 18 October, I am suing them for breach of contract and for the cost of a second hand 3gs There is an implied term of every contract that things must be done to a reasonable standard and within a reasonable period of time, under the Supply Of Goods And Services Act 1982.
I agree that we need to unite in order to get these people to do anything. I also know that the second i can get the hell from O2 i will.
I have no idea what they will offer different people, but if they offer you an upgrade, can i suggest you insist it is on the same terms as your current contract? They new contracts do not have an unlimited data option, and I am guessing that most of us are - if you simply upgrade as normal, they will sign you up to a new contract.
Neal

Anonymous · ‎04-10-2010

Hi guys - I am also in the same position. I submitted a claim on 14 September, have been told by 2 insurance people of a def delivery date, 2 more that the others lied to me, 2 people promising me a call back. Nothing.
I cannot express my digust and anger in strong enough terms.
I have expressed it as simply the worst customer service i have ever seen. One moron actually told me i just had to "play a waiting game" !!
I also got the phone is discontinued text and then a text telling me it did not apply!!
Regarding the insurance, they changed the terms at some point from guaranteed new for old, to a refurb and no time limit. I may be completely wrong, but i think it was the time that the underwriters changed. The policy that guaranteed new for old i will call "the old policy" and the refurb policy the "new" policy.
HOWEVER, the terms and conditions of the old policy provided that any change of terms would only apply if they gave written notice 30 days in advance. I never received such notice, and therefore the new policy does not apply to me. If you never received such notice IN ADVANCE, then it does not apply to you.
I am entitled to a guaranteed new phone. They, by their own admission, cannot provide one which is why i have written them a formal letter letting advising them that unless I get a replacement phone by 18 October, I am suing them for breach of contract and for the cost of a second hand 3gs There is an implied term of every contract that things must be done to a reasonable standard and within a reasonable period of time, under the Supply Of Goods And Services Act 1982.
I agree that we need to unite in order to get these people to do anything. I also know that the second i can get the hell from O2 i will.
I have no idea what they will offer different people, but if they offer you an upgrade, can i suggest you insist it is on the same terms as your current contract? They new contracts do not have an unlimited data option, and I am guessing that most of us are - if you simply upgrade as normal, they will sign you up to a new contract.
Neal

You shouldn't be asked to sign a new contract or have your plan changed as you will only be replacing your current handset (even if it is a different model) and not the tariff that you are in a contract for ; as you have agreed with 02 to have that tariff for 18/24 months which you will be able to argue with 02 for breach of contract if they changed it to fulful an insurance agreement which is a seperate contract from your mobile contract.
Does anyone know any releastic timelines of when a replacement phone will be in stock?
By law what is the maximumn time you should wait for a replacement, does any one know?
If your equipement was faulty and had to be sent for repair by law if it takes longer than 28 days you should get a replacement equivlant to the value of your current equipement.

Anonymous · ‎04-10-2010

I am not too sure of a timeline. I have pressured o2 Insure to give me one- asking how long do they expect it to take or what they consider to be a reasonable amount of time before they looked at other options ( ie giving me cash equivalent or an alternate handset) and they have no answer to either. The only thing they will say is that they expect more and they will send them out when they get them. But as I have said before- Apple are not making any more nor are they shipping any more. So these stocks will have to come from old stocks or refurbs. I am not holding out too much for a new phone from another store as it has been over 2 weeks now, dont see how it can take that long.
I did manage to get a loaner phone from o2 (not o2 insure); an iphone 8GB 3G. Better than nothing. Just call them up and tell them how you are planning on leaving because you have no phone and waiting for their insurance company to get their thumbs out!

Anonymous · ‎04-10-2010

I had an interesting chat with the manager at the O2 Insure call centre that went along the following lines. As far as he was concerned I had fabricated my claim that prior to the current terms and conditions there had been a previous set of terms that specified that a new for old guarentee existed. He insisted that a recon phone was all he would send as this is what his copy of the terms said. When I explained that I knew what I was talking about and that I wasn't going to be fobbed off he referred me back to O2 Customer Services. The interesting bit was that at the end just before he hung he confirmed that I did not want to accept a recon which I confirmed, he then said that unless my claim was satisfied within 30 days it becomes void. Essentially he is saying take this recon or in 30 days you get nothing. Interesting.

Anonymous · ‎04-10-2010

It is shockingly bad service. I would think that O2 would be a bit more willing to protect their customers and their brand- but seems they are indifferent.