Problem with O2 insurance claim

[warmbell]

Hi,

My 64Gb iPhone 6 has developed an intermittent audio fault. about 5 to 8 weeks it will suddenly loose audio, no music, no ringing, no alarm, even if i put in on loudspeaker. I sent in a claim and the phone was collected on the 29th August. I received an email from O2 saying they had received the phone. The phone was returned today (6th) saying the claim was unsuccesful as they could not find a fault. I had enclosed a letter explaining that the fault could take weeks to appear and that the phone is an emergency lifeline for family members to contact me. When it goes faulty and someone tries to contact me I have no way of knowing they have tried and so the fear the worst.

Anyone else had this kind of problem?

Gerald

[Anonymous]

@warmbell You maybe better off upgrading to a newer phone or maybe @EmilieT or @Marjo our community admin could help 

[Bambino]

@warmbell Have you taken the phone in to Apple to ask them to take a look at the phone for you? I'm not 100% certain about this, but if Apple finds the fault, maybe you can then claim on your insurance? As your current claim has been rejected, you have nothing to lose.

[Cleoriff]

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@Bambino wrote:
@warmbellHave you taken the phone in to Apple to ask them to take a look at the phone for you? I'm not 100% certain about this, but if Apple finds the fault, maybe you can then claim on your insurance? As your current claim has been rejected, you have nothing to lose.

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I would support @Bambino's suggestion of taking it directly to Apple. If anyone can diagnose the fault it will be them. I'm not sure when you bought the phone but if it was was within the last 12 months the repair wont cost a thing. If it's out of guarantee at least Apple will give you a cost before they repair it.

It will certainly be cheaper than buying a new phone @warmbell

Best of luck

[warmbell]

Thanks for your replies,
As myself and my wife have limited mobility and no relatives living close enough, taking the phone to Apple is not a real possibility. I have been paying for insurance for nearly five years and now I really need it I am having problems. I had a 5s prior to this phone and the 6 was an upgrade from that. The upgrades seem to be costing a lot more per month than I really want to pay, and when I am in the hospital a PAYG sim would soon eat up the balance.

[Cleoriff]

Hi @warmbell

If you can't make the trip then a call to Apple may well help.

Their after sales service is excellent. https://support.apple.com/en-gb

They may be able to give you help over the phone or ask you to send it to them if you can't make the journey. It's worth a try...?

[MI5]

They can do online diagnosis of you use the apple support app off the app store.

[Marjo]

Hi @warmbell sorry to hear about your phone. I can see there are already some suggestions above from our members on possible next steps you could try, but I've just sent you a PM as well just to see if I can get any additional info for you on our end too.

Cheers for the tag and the suggestions @Anonymous, @Bambino, @Cleoriff, @MI5!

[warmbell]

Thanks for all the replies,

It has been collected again at about 4PMunder a new claim. I have included a very long note with it wrapped around the phone. I also spoke again to someone on the insurce team and they have upped it to rheir management. Lets see what happens this time.

Regards,

Gerald

[jonsie]

Fingers crossed that it's fixed and back as soon as possible