O2 Insure - 3 weeks and still no phone

[Anonymous]

I sadly damaged my phone on 16th October. I got caught in a heavy down pour and my phone (Samsung Galazy S6 Edge) was in my pocket and got wet. After three days in rice it still wouldn't boot up so I had to claim on the insurance.

I was told there were no Samsung phones in stock but they could send me a Sony Xperia Z3 instead. Naturally I refused this as I'm still paying for my Samsung...and if I wanted a Sony Xperia I'd have bought one in the first place.

It's now 14th November...I still don't have a phone (still no Samsungs in stock apparently) and yet I've now this month been charged the excess. I complained to O2 and my compaint wasn't upheld...apparently they've offered me a phone, I refused it so it's tough luck that I'm still without a phone as they've done all they needed to do.

I'm now paying for an airtime contract I can't use, a phone that I no longer have, a worthless insurance policy and on top of that an excess charge for something I still don't have. How is this right??? Since when did it become acceptable to offer someone a cheaper alternative? If I wanted a Z3 I could've got one for £17 a month with no upfront cost, as it is I'm paying £50 a month plus whatever my upfront cost was for my Samsung and yet they think the Z3 is an acceptable alternative?!?!?

[MI5]

We would all completely agree with you on here and it's something we have heard of before too.
You will need to keep on to CS and O2 Insure until they supply you with a satisfactory replacement.
You could also Google for the CEO's email address and send him an email of complaint.

[jonsie]

Surprising they can't locate 6 edge but not surprising of their treatment of customers who take out insurance in good faith. As above... Google! 

[Anonymous]

I've emailed the CEO and had a response from their office to say they're 'investigating'...I'm not holding my breath. Meanwhile, O2 insure still don't have any S6 Edges in (apparently they're lacking in S6 stock because they've had to give them all to people who had their Note 7 recalled!). But O2 have very kindly sent me my balance of how many payments I have left before I've paid my phone off. Which is considerably more than the Xperia z3 would cost me!

[MI5]

Not too bad then......

[jonsie]

That's at least something and better off than before you came here.