o2 iphone insurance

[Anonymous]

hi there 1st post here so lets go

went off on holiday over a month ago came back reported my iphone volume switch has came out (iphone 3g 8gig) over 12 months old
got the insurace £10 a month

o2 insurace accepeted the claim , but they dont have any phones in stock

this has now been going on for 2 weeks , and got a snoty letter back off them this morning saying tough we dont know when we are gettiing them in stock ya just have to wait (words to that effect)

not happy in the least

i asked for the new 3gs , they said no straight away

i pay all my bills ontime (DD) so thay cant throw that back in my face

any help guys nd no i`m not bothering with the ombudsman (waste of time)

[Anonymous]

Just made my first call to o2 insure to make a claim, they informed me that the iphone 3g was not longer made and that i would be receiving the iphone 3gs 16bg tomorrow morning between 8-5.

when i questioned weather it was brand new, he said that it is brand new ???

will have to wait and see.

[Anonymous]

calling ace up now, it gets worse, they are saying they have letter from myself nd ombudsman , but it shouldnt be in this dept lol (this is claims dept)

on hold now

[Anonymous]

Just made my first call to o2 insure to make a claim, they informed me that the iphone 3g was not longer made and that i would be receiving the iphone 3gs 16bg tomorrow morning between 8-5.
when i questioned weather it was brand new, he said that it is brand new ???
will have to wait and see.

Thats what they said to me on the phone, it turned up and was a refurb

[Anonymous]

Just made my first call to o2 insure to make a claim, they informed me that the iphone 3g was not longer made and that i would be receiving the iphone 3gs 16bg tomorrow morning between 8-5.
when i questioned weather it was brand new, he said that it is brand new ???
will have to wait and see.

I'll be happy with that tbh.

I really want a brand new 3G. As they can't provide that then it should be the next step up. I'm looking for a 3G S or would happily accept similar spec HTC phone.

If they offer me a better model I'll be willing to compromise. Let's see how it goes with my call back as it seems they are all over the shop telling everyone different things.

[Anonymous]

ace are saying we didnt get any comms from the original date of the claim , we only got word of the complaint when u and the ombudsman wrote to us (21st june)

they said the claim is in on the claims pile and will be reviewed when the claims manager gets to it which wont be long

paaaaaaaaaah

what a complete joke this is turning out to be

[Anonymous]

He may take a while if my complaint is in the same pile. I'm beginning to wonder if it's a Job creation scheme. It seems that the ball has been dropped in the comms between o2 and ace. Ace probably changed the terms but didn't advise o2 or o2 simply didn't tell existing customers of the change. All this could have been avoided if they had done this. A comms company that doesn't communicate. How ironic.

To be honest I'm hoping I get a chance to take it to court. It will be the quickest hearing they have ever seen lol

[Anonymous]

I just called up, and o2 said that my complaint had been processed, with a letter sent out on the 25th. This states that I'm entitled to a new phone rather than a recon, and to contact a number. I asked if they could contact the name and ask him to ring. An hour later I got a call, and spoke to a very pleasant man.

He said it was wrong that I have been forced to go through the problems I have dealt with, and that it was plain they couldn't change the conditions.

He said a 3gs wasn't comparable to the 3g, but he could upgrade with a recon. He also gave a list of phones that were possible new. I chose the Desire, This will be a temporary phone until I possibly upgrade to an iPhone 4 on 3.

There is nothing else I can really do I suppose, they have followed through now with their T&C as it states where the exact phone is not available, the nearest phone will be sent, and it need not be the same manufacturer. (not exact wording)

I guess that is all I can do for now. When I get my letter, I will send the exact wording.

[Anonymous]

Also the man said there was no record of them ever sending the change of T&C to me. This was through o2 complaints.

I will tell you the dept when I get the letter.

[Anonymous]

That would be awesome Hirsty. Might allow a lot of people get to someone who can actually help quicker.

Can I ask did you just refuse to take any phone until they sorted it?

[Anonymous]

When I was dealing with them, and they said they were about to send one out, I asked for a guarantee that it was new. I then explained I had already spoken to consumer advice and the ombudsman, and that there was no point sending a refurb out while this was ongoing. So they cancelled the delivery. I complained to both o2 and Ace. It's taken a long time but I'm finally there. I'd rather of had a new 3g but I just want it sorted