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]

I know!!

Well I have emailed the compliants department now with the email addrss they gave me, Copied and pasted the original terms and conditions and the part about them inforiming us of changes to terms and conditions, The email from O2 customer services comfirms there terms have changed, so they don't have a leg to stand on really. The refurb did actually look as good as new but it's the pricipal of the thing now...I'll take this as far as it takes to either get a new phone, or a complete refund of the insurance premiums I have paid

[Anonymous]

Hi guys,
Just wanted to follow up, CityLink delivered a phone before I left for work today, and I guess I must have pressed the right buttons because a brand new (sealed apple box) 16GB 3GS turned up to replace my 16GB 3G which was a result.
If any of you are still having problems I'd definitely ask for it to go to a formal complain as I did yesterday and see what happens.
I hope you all get the replacements you are entitled to, I'll be watching this thread
Many thanks for all the help and info given,
R.

thats great results . i`m half way down your same route so hopefully i should get my new 1 soon fingers crossed
again well done

who are you complaining too?

[Anonymous]

complaint sent to o2 insurance also ace , and already ombudsman has been informed

[Anonymous]

Keep us updated.

well at least they can't use the out of stock reason with me, as my original phones was a 3GS

[Anonymous]

Customer service staff have now been informed that the terms and conditions have changed. I know we already know they have changed but why they are admitting it to their staff without giving us 30 days notice as per the original terms and conditions. They've ballsed this up and they know it.

Sadly I'm going to have to accept the refurb and then take it further as I can't do without my phone.

[Anonymous]

complaint sent to o2 insurance also ace , and already ombudsman has been informed

Richie are these not the same people?

you have O2 Customer Service and O2 Insure.

When it was Marsh O2 Insure/Marsh were exactly the same people. I'm not 100% positive but I'd guess it's the same with ACE.

[Anonymous]

on the phone to o2 insurance blah blah blah recon phones again

i then stated i have the t&c infront of me and it states new for old , bloke came back nd said a manager will call me up in the next hour to discuss this

he asked me where did it say new for old i said page 3 , he said thats about bluebook, (seems like he is looking at the new t&c)

i will now hold my breath

[Anonymous]

The impression i got was that O2 Insure was nothing more than a call centre that plonked your details into there system and it was either refused or denied.

I'm pretty sure that when you phone them your not talking directly to ACE especially as one of the times I was put on hold i got details about sky digital instead of the normal O2 hold music.

Also what E-mail are people using for complaints? I've sent a mail to

complaints@o2mail.co.uk

But so far I've had no reply (not even a automated one

[Anonymous]

This one complaintreviewservice@o2.com

I got an automated reply, I got that email address from O2 customer services

[Anonymous]

The impression i got was that O2 Insure was nothing more than a call centre that plonked your details into there system and it was either refused or denied.
I'm pretty sure that when you phone them your not talking directly to ACE especially as one of the times I was put on hold i got details about sky digital instead of the normal O2 hold music.
Also what E-mail are people using for complaints? I've sent a mail to
complaints@o2mail.co.uk
But so far I've had no reply (not even a automated one

Could be right, might be an outsourcing call centre or something.