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.

[Anonymous]

At least your concerns and issues are now in writing along with notes On your account.

Please let us know how you get on.

[Anonymous]

Good Luck

[Anonymous]

This is getting ridiculous. I spoke to O2 today about the replacement phone. They first told me that my phone claim was the HTC One X and not the HTC One X+ and I received the right phone. After I gave them the IMEI of my phone, they apologized and said yes, it was the HTC One X+.

I then was told that the HTC One X+ is not in stock as they are not stocking it anymore and it wont be available. I was told that they could replace my phone with the Galaxy S3. I told them that I did not like Samsungs and if they could offer me anything else. They said they would find out for me, and then the line cut out.

I called back again, told them that I was disconnected. I provided the name of the person I was speaking to but I got tranferred to someone else instead. This time I was told that they are still stocking the One X+ but are awaiting stock at the moment. I told her about what the insurance team member told me but she still claimed they are coming back into stock. If I didn't want to wait, I could be offered the Galaxy S3 Mini!! Again I tried to tell her that the other member was finding out for me, as he offered the S3. But again no, she said it was the S3 mini.

I am getting tired of this. Seems like everyone has a different idea of what is going on. So frustrating.

[Anonymous]

Have you tried looking at what phones are on a par with the one you had and ask if any of those can be provided if they cannot get the original model of phone to you.

Just another angle to try and resolve this.

[Anonymous]

I tried that. I told them a few options of phone that had the same specifications. But they claimed that they could only offer a Galaxy S3 or and Xperia S which is ridiculous.

Now I'm just waiting if it will come back in stock. They don't even know. Haven't heard back from the complaints department either.

[Anonymous]

Sorry it was just a thought.

😞

Your going to need a holiday after all this stress.

[Anonymous]

No no, thanks for you help

It's just that it's in the middle of my exam period. I'm working as well, while revising in my free time. That free time is now being taken up by trying to solve this 😞

I got an upgrade coming up soon as well, and its just put me off upgrading to O2.

[MI5]

To be fair, all insurance companies are the same, not just O2's.
I gave up paying insurance years ago for phones and just save a bit every month, just in case.....

[Anonymous]

I too choose not to use insurance companies. I do the same MI5.

O2 exactly isn't the cheapest option ref premiums either. You may want to look around at other options such as household contents insurance or if your Bank can supply this with your account.

Would you still keep us in the loop please.

[Anonymous]

Probably keep that in mind in the future.

Yeah, I'll let you guys know if theres any updates, which I hope are soon 😞