Horrible customer service

[Saira]

I’m paying £7.50 a month to insure my iPhone device, I called to make a claim which was a fine. They advised I would be sent a replacement device at the cost of £70 excess fee. I received the device which was not in the original iPhone packaging and appears to be refurbished. After completing set up, the device is not picking up any network. I have tried different sims in the device but the phone does not pick up network on any sim. I have even tried my sim in an alternative device and this works fine.
After calling o2 I’m advised I will receive a call back. 2 hours later no call back. I call o2 to explain the situation 5 times to for 20mins for someone to tell me she needs to transfer me to another department. After being transferred to another department I am told the 2nd person can not help me as well as it is for the insurance team. The call then magically disconnects half way through the call.
I am now without a proper working device and no resolution.
For me to be paying £70 I would expect a brand new iPhone in the same model!

it’s not the first time I’ve had to make numerous calls and receive awful customer service 

[MI5 · Accepted solution]

@Saira 

You won't get a new iPhone. All insurance replacements are refurbished unless less than 30 days old.

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[madasaf1sh]

@Saira 

As @MI5  has said:

All Insurance claims are replaced by a refurbished model as per the insurance terms and conditions that you read and agreed to when signing up to o2 and the insurance policy... 

Refurbished phones don't come in original packaging, or 99% of the time with packaging...

So o2 / Brightstar won't be sending you a brand new iPhone, but if they do replace it will be for a refurbished replacement.

[MI5]

'tis sad, but true.......

[Saira]

It say my be refurbished in the T&Cs.

the advisor told me it would be new. The phone isn’t picking up any network and the battery had died with it hardly being used 

[Saira]

I’ve just read the T&Cs which state the phone may be new or refurbished. The advisor told me it would be a new phone. The phone isn’t picking up network and keeps turning off. 

[MI5]

@Saira 

As I explained, it depends on the age of the phone.

You need to contact O2 again to arrange for another handset to be sent out.

[Gavin89]

Is it a new sim o2 sent you