O2 Insurance Stock Levels & Serious Lack Of Information

[Anonymous]

Never using o2 again, will be cancelling as soon as my contract expires.

So, on April the 14th I dropped my Galaxy S6 128GB phone and smashed the screen. Not a problem, I've got o2 insurance, happy days. I wish..

Called that evening, was told no problem at all, the phone would be picked up on the 20th and would be replaced within 5-7 working days.

This *bleep* me off a bit, as before when I was with Orange I made 2 claims over the duration of the contract, both times they sent a replacement handset when they picked up the broken phone. Top service, something o2 should definitely take note of.

So, the 20th came and went, no DPD to collect my phone. spoke to 02 customer service, was told they were very sorry but they'd had numerous complaints with DPD, and that it would be collected tomorrow (21st). I told them I'd already had 1 wasted day off work, and this was not acceptable.

Their solution was to take the phone into an o2 store and have it collected there. Not an ideal solution, but the best available, so on the 21st I went into o2 Crawley's store, spoke to the manager and he took delivery of the phone (when asked for a reciept, I was told they couldn't give me one, but to request a copy of the store CCTV for proof, brilliant..)

After calling daily trying to track my phone, I finally recieved an email titled "We got your o2 Insure pickup", and a day later (the 27th) they emailed me saying:

Good day,

We have attempted to source an exact replacement device to fulfil your insurance claim. Up until now those attempts have been unsuccessful. There is an option to accept an alternative handset of similar specification as determined by our technical advisors.

To further discuss these options, please contact us at your earliest convenience. Our offices are open 9am to 7pm (Mon-Fri), 10am to 6pm (Saturday), and our contact number is 0800 012 1553.

Thank you,

Alixandra

Technical Advisor

O2 Insure

So I now have to wait God knows how long I'm going to have to wait, because apparently this is "the lastest phone" (yeah, a year old phone is the latest..) and they don't keep regular stock??

I myself called round 4 local o2 stores, 2 of which have my exact model in stock, but apparently they can't give me one of those because "that's not the way it works"..

All in all an absolute joke.

Anybody else have experience on trying to get a phone out of these money-grabbing idiots, or anyone from o2 (NOT o2 Insure) care to comment? All I want to know is how long to get my phone, not exactly too much to ask for is it?

[Bambino]

It did seem a little steep, but I call 'em as I see 'em.

[Anonymous]

Lol, yes, bit of a typo there! Quote was for £125.

I was offered 3 phones, HTC M9, Galaxy Note 4 and Experia somethingwhatever, all 3 (imho) far inferior phones, so none could be considered an equal replacement.

My 2 main gripes are 1) No instant replacement such as the one offerec by Orange, and 2) No definite date for a replacement.

[jonsie]

I can understand the frustration and the main problem is that it is the 128gb variation. There won't be many refurbs about which is why you are having to wait. However you either wait them out or accept what you consider an inferior alternative. Short and curlies = terms and conditions. 

[Bambino]

As far as your gripes are concerned, 1) An instant replacement isn't what's offered in the Terms & Conditions, and 2) If they don't know when stock will be available, it wouldn't be possible for them to give you a definite date.

We do understand your frustration. Cold comfort, I know. There are many alternatives to O2 insurance. Home contents insurance is usually pretty good, and banks offer policies as well.

[viridis]

Strange, they have band A refurbished 64gb s6's in stock.
Surely that is closer in spec....
Oh wait... Better to fob you off with a 2 year old device....

[viridis]

Point proven,
They DO have S6 64gb refurbished in stock,
Op paid for an S6 to be insured.
The technical advisor at o2 insurance offered 2 year old devices. None of which come no where near touching the S6 specs

[jonsie]

A sturdy case for the cost of 2 months premium.....no more broken screens!

[viridis]

Why can't they just repair the screen?
Surely the S6 is common enough to have parts?

[Beenherebefore]

Kerching !!!

[jonsie]

Not if they send it to Anovo. ..