Insurance - Complaint

[Anonymous]

I placed an insurance claim for my HTC One X+ on 20/04/2014 and was told my phone was not in stock. I was told that I would be called on 22/04/2014 with an update when stock comes in.

I received no call on 22/04/2014 so I personally rang up O2. They said that yes, the phone is in stock and that they will send it out to me for a phone swap.

Today (24/04/2014) I received the phone after swapping it with the courier, only to find that it was the wrong phone.

I rang up again and was told that they do not know it was sent out to me as the HTC One X+ is still not back in stock. They said that I would just have to wait for it come back in stock, and then they will replace it.

So now I am left with a different phone that is not the correct one that I am paying for. I have been paying my full contract, monthly insurance premium and my excess for the phone, but have nothing that I have paid for. As I have not been given a date for when my phone can be replaced, I am left waiting with no reassurance.

As I am not always available at home, this causing me disruptions, and now even more so without having the correct phone.

[MI5]

What phone did you get?
The One X+ is quite old now and may be replaced with a newer model.......

[Anonymous]

Appreciate your frustration.

As asked which did they supply.

O 2 do have a complaints form http://www.o2.co.uk/how-to-complain/complain

Hope all goes ok.

[adamtemp64]

the policy for o2 insurance states this

"In the event of a successful Claim, We will, at Our discretion, either repair or replace Your

Equipment. If replaced, it will be a model of a similar specification"

So you are not entitled to the same phone they can substitute it.

As asked already what did they send you?

[Anonymous]

I was given an older refurbished HTC one X, but told that a One X+ was sent out.

[Anonymous]

Thats not on at all I understand they can substitute it but sureley not for a lower model Hopefully a complaint would help get it sorted

[Anonymous]

The replacement should be of a comparable model to what you had.

I'd defiantly go down the Complaint Route via the online form
If they won't assist after speaking to them via phone.

[Anonymous]

The main problem is that I have work and exams next week, and this is causing me more problems without even a date when I could expect it to be replaced.

[Anonymous]

It is extremely frustrating but there is not much more you can do at the moment then make a complaint and hope you got it sorted quickly

[Anonymous]

I Sent off an email. I hope this gets sorted soon 😞