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O2 phone insurance claim help
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Hi, I am hoping im in the right thread/area but im desperate for some help and advice.
Friday 11th Jan I lost my phone whilst getting out a friends car-it came out of my pocket unknown to me. As I came out of the persons house I was in (im a carer and was outside a clients when I lost it and was indoors for 30 mins) I reached into my pocket to check the time and realised it was gone. I tried ringing it in case I had not checked all pockets using my work mobile. It rang through but obviously I couldn't hear it as it was long gone.
I tried 3 more times in case it was in my friends car and she could hear it but she was on my work phone as I rang it sitting in her car and it definitely wasn't in there.
Rushed home to report missing with o2-done within the hour and I tried to ring again and this time the phone was turned off-the battery was full only 2 hours previous and there was no way it was low.
On the phone 02 barred my phone and began the insurance claim and I was told to get a crime ref number through the local police.
I couldnt get through to local police station so the following day I logged in online and reported via the police web site (bumblebee) I then rang O2 and gave them the details and they agreed to replace the phone and would be posted out next day between 8-12.
Husband took the day off to work from home to stay in, come 3pm still no phone but due to the weather I understood there would be problems. Phoned through to o2 to be told they couldnt begin a track on the phone order until 530pm and to call back.
I did this and was then told the phone hadnt yet been shipped and was still in the warehouse?? They apologised and said it would be sent out next day but my order was showing an "error" but the lady on the phone assured me it was ok and an internal error message.
Next day delivery came, no one home to receive so was sent back to depot. Re booked delivery for the following day which is now Wednesday baring in mind reported stolen Friday and due out Monday.
Weds came and phone arrived, opened the DPD bag and found phone in a bashed up cardboard box?! opened box and it contained a phone which was definitely used due to all the finger prints and smudge marks on back, screen protector had prints underneath. My lost phone was black, this replacement was white? It had a travel charger I think it is its a 2 piece charger not a usual charger? and it had a sim card in a envelope. Thats it no paper work no details from o2.
Charge phone fully with sim in and wait 3 hours and then turned on, phone worked and downloaded all my google play apps etc but sim would not work. About an hour later the phone switched off and never turned on again.
I spoke online to a "chat advisor" who said the sim needed to be activated in store? and they couldnt understand the phone not working.
Saturday, so 8 days after initial call to replace phone I am able to get in to town (weather and work meant I couldnt go sooner) took it in store who said it was a refurb phone and that I should at the very least had a returns slip in bag.
They looked at the phone and agreed it was broken, they swapped battery over and I left it in store for 90 mins to charge up as it was a store display battery! Turned phone on and it worked, the guy activated sim and told me he had also lifted the barring on the account and if I turned the phone off every hour and within 3 hours I should be back on and have a 100% usable phone.
Saturday night the phone died again. I never got on to the o2 service.
Sunday I contact AGAIN o2 who tell me they dont know why the store guy did what he did as he never lifted the bar thats an over the phone job, and that as the phone has again died its a soft ware problem and needs to be returned to insurance department, I was told they were closed until Monday.
SO yesterday afternoon I rang again o2 and after a 17 min on hold queue I got put through and after being put through to 3 different voices I was told I shouldn't of taken it in store and they had no right to deal with it as its an online issue and insurance issue, despite being told by on line to go in store ??????
I was then told after arguing over the state of the phone that I missed next day delivery by 6 mins and would be sent out wedsnesday so 12 days after first missing.
the fact the phone was the wrong colour is apparently not their problem, the fact its a refurb phone is not their problem, the fact its faulty and costing me money doesnt matter.
I thought a phone was swapped like for like??? Ive lost an almost brand new phone for a tatty replacement. Ive had the phone 18 months but kept in protective covers etc so in good condition.
When my contract is up Im leaving o2, im cancelling the insurance as its not worth the paper its written on, their customer services have been rude and so unhelpful and giving out such misleading and completely wrong information. :mad:
Sorry for the long post but what can I do?? I just need a phone so my son can get hold of me 24/7 which at the moment he cant and also Im waiting on hosp appointments to call me and at the moment they cant.
Friday 11th Jan I lost my phone whilst getting out a friends car-it came out of my pocket unknown to me. As I came out of the persons house I was in (im a carer and was outside a clients when I lost it and was indoors for 30 mins) I reached into my pocket to check the time and realised it was gone. I tried ringing it in case I had not checked all pockets using my work mobile. It rang through but obviously I couldn't hear it as it was long gone.
I tried 3 more times in case it was in my friends car and she could hear it but she was on my work phone as I rang it sitting in her car and it definitely wasn't in there.
Rushed home to report missing with o2-done within the hour and I tried to ring again and this time the phone was turned off-the battery was full only 2 hours previous and there was no way it was low.
On the phone 02 barred my phone and began the insurance claim and I was told to get a crime ref number through the local police.
I couldnt get through to local police station so the following day I logged in online and reported via the police web site (bumblebee) I then rang O2 and gave them the details and they agreed to replace the phone and would be posted out next day between 8-12.
Husband took the day off to work from home to stay in, come 3pm still no phone but due to the weather I understood there would be problems. Phoned through to o2 to be told they couldnt begin a track on the phone order until 530pm and to call back.
I did this and was then told the phone hadnt yet been shipped and was still in the warehouse?? They apologised and said it would be sent out next day but my order was showing an "error" but the lady on the phone assured me it was ok and an internal error message.
Next day delivery came, no one home to receive so was sent back to depot. Re booked delivery for the following day which is now Wednesday baring in mind reported stolen Friday and due out Monday.
Weds came and phone arrived, opened the DPD bag and found phone in a bashed up cardboard box?! opened box and it contained a phone which was definitely used due to all the finger prints and smudge marks on back, screen protector had prints underneath. My lost phone was black, this replacement was white? It had a travel charger I think it is its a 2 piece charger not a usual charger? and it had a sim card in a envelope. Thats it no paper work no details from o2.
Charge phone fully with sim in and wait 3 hours and then turned on, phone worked and downloaded all my google play apps etc but sim would not work. About an hour later the phone switched off and never turned on again.
I spoke online to a "chat advisor" who said the sim needed to be activated in store? and they couldnt understand the phone not working.
Saturday, so 8 days after initial call to replace phone I am able to get in to town (weather and work meant I couldnt go sooner) took it in store who said it was a refurb phone and that I should at the very least had a returns slip in bag.
They looked at the phone and agreed it was broken, they swapped battery over and I left it in store for 90 mins to charge up as it was a store display battery! Turned phone on and it worked, the guy activated sim and told me he had also lifted the barring on the account and if I turned the phone off every hour and within 3 hours I should be back on and have a 100% usable phone.
Saturday night the phone died again. I never got on to the o2 service.
Sunday I contact AGAIN o2 who tell me they dont know why the store guy did what he did as he never lifted the bar thats an over the phone job, and that as the phone has again died its a soft ware problem and needs to be returned to insurance department, I was told they were closed until Monday.
SO yesterday afternoon I rang again o2 and after a 17 min on hold queue I got put through and after being put through to 3 different voices I was told I shouldn't of taken it in store and they had no right to deal with it as its an online issue and insurance issue, despite being told by on line to go in store ??????
I was then told after arguing over the state of the phone that I missed next day delivery by 6 mins and would be sent out wedsnesday so 12 days after first missing.
the fact the phone was the wrong colour is apparently not their problem, the fact its a refurb phone is not their problem, the fact its faulty and costing me money doesnt matter.
I thought a phone was swapped like for like??? Ive lost an almost brand new phone for a tatty replacement. Ive had the phone 18 months but kept in protective covers etc so in good condition.
When my contract is up Im leaving o2, im cancelling the insurance as its not worth the paper its written on, their customer services have been rude and so unhelpful and giving out such misleading and completely wrong information. :mad:
Sorry for the long post but what can I do?? I just need a phone so my son can get hold of me 24/7 which at the moment he cant and also Im waiting on hosp appointments to call me and at the moment they cant.
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Comments
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Your post is far too long and overloaded with irrelevant non-essential information.
It's very rare for insurers to offer "new for old" replacement. In this case you cannot expect to get a brand new replacement. Refurbs are the norm. Read the !!!!ing policy to know what you are paying your hard earned cash for.
Charger?! You can't be serious. And you've got your original charger after all.
Your only serious point is that the replacement seems to be faulty. Yes, they have to repair or replace it.
And yes, I agree that all mobile insurances are very poor value for money for the majority of customers.
What can you do? I think it's a norm nowadays to have for emergencies basic unlocked spare handsets that are available for about a tenner.0 -
I tried ringing it in case I had not checked all pockets using my work mobile.I just need a phone so my son can get hold of me 24/7 which at the moment he cant and also Im waiting on hosp appointments to call me and at the moment they cant.
Can you not give your son and the hospital your work mobile number until this gets sorted? They can at least contact you then.0
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