Phone Insurance

lmd1975

Please someone help me.

I got a new S3 on the 04/08/12 from Chitter Chatter (online) the offer was a free phone and one month’s free insurance.

During the process of ordering I could not complete the order without accepting the T&C’s for the insurance that was going to be provided by WCS. I was unhappy with that as its £8.99 per month but as the 1st month was free, I was happy to proceed with the order.

Less than a week 09/08/12 my phone was stolen.

I contacted Police & T-Mobile as I had not received any of the insurance information as yet I contacted Chitter Chatter customer services. I gave all my information and ask about the insurance I was told "YES" I did have insurance and the paperwork was on its way to me! So I explained what had just happened I was put on hold.

My call had been transferred to a supervisor where I was then told that I did not have any insurance!

I was very :mad: at this point and asked for the CSD manager as I had just been told that I did have insurance, but this supervisor would go and speak to a few colleagues and come back to me.

The following day 10/08/12 (he called me back). And said that they had checked my order and he was sorry but there was no insurance but if I was unhappy I could wright in for the attention of the CSD manager.

I sent a letter on the same day explain what had happened!

After a few days later I contacted T-Mobile for my replacement sim card were I was told that "T-Mobile do not have any sim cards in stock" but they did offer me a few choices
1. I could go and purchase a new sim card call back T-Mobile have my number ported over

2. Wait till they had sim cards in stock

I asked if this was a joke. Then I explained that I was disabled and I was not able to get to a shop nor was I happy to buy a new sim card in fact this was extremely silly that a mobile phone operator did not have sim cards in stock. As I felt that no one was willing to help I felt that it would just be better to cancel the contract. I was told unless I was willing to agree to pay £680 :eek: a cancellation fee my call would not be put through to a member of staff within the cancellation team.

I have even contacted Samsung as this phone as a free Samsung Service called "Find my mobile" as to see if they can help find this phone I was told even that I had this Services it needed to br switched on. Getting confused I said there is nothing in the instruction manual explain how to switch this service on! Reply "sir you’re not the 1st to say that".

Since then I have not heard anything from either company nor have I received any sim card from T-Mobile until this weekend where I have been sent a nokia 100 from chitter chatter explaining that they have checked their systems and cannot work out how come the insurance was not added to my order but as a gesture of goodwill they have given this phone for free.

I need help/ advice on how can I get Chitter Chatter to honer the 1st month free insurance or any advice that I could get!!

grumbler

What does your paperwork or a e-mail say about the insurance? If they don't say anything, I thin you are unlucky.

Re a replacement sim, see, say, http://www.t-mobile.co.uk/shop/free-talk-sim-cards/

mattyprice4004

You really wanted to cancel a contract when you've lost the phone, and are only a month in?

Bingolingo

This sounds very unlucky and frustrating.

The retailer is an agent for the insurer. If you ordered with them and the insurance was part of the order then you should be covered.

If they failed to set up the insurance policy you instructed (I know you didn't want it but had to take it so it's 'as if' you instructed it) then the retailer is liable as any broker would be for negligence in their failure and as such should be liable for your loss.

I'd suggest getting some help from the CAB in writing to the retailer with your claim for the loss of your phone (less the excess you would have had to have paid but plus an amount for your inconvenience).

As always proof is your main concern but if, like you say, you can't order from this retailer without taking insurance then take screenshots etc. of the online sales process.

Don't let this drop and take action ASAP.

Good luck!

SimonD316

I assume that you received some sort of order confirmation from Chitter Chatter? If this states about the insurance then you should be covered.

Good luck