Phone replaced by insurance with a fake one!

jddono89

My Iphone 4s was stolen about three weeks ago.

I successfully claimed on my phone insurance (citymain administrators through buymobilephones.net) paid the excess and was sent a replacement phone. The process was slow and dawn out taking nearly three weeks to complete.

I insert my sim card and it appears the phone is locked to EE.. I have a T-mobile sim.

I take the phone to EE and they said it could be a fake as the phone should accept the T-Mobile sim card.

I take the phone to an Apple store they said:
'100% fake, modified beyond recognition. Non functioning and non serviceable by Apple'

I've waited three 3 weeks for them to send me a fake phone! How did they get such a phone? do they buy them from the black market??

I'm so annoyed. Don't know what to do and needed to rant! Has this happened to anyone else?

imho

Have you called them up ? See if the Imei number matches the number on the box .You need Apple to write a letter saying its fake then call up insurance guys see what they say .

Sharon87

It's possible the OP didnt receive a box. I never did with my replacement phone, as most phones from insurance are refurbs.

I would contact the insurance company, after getting written proof from Apple that the phone is a fake. Phone them maybe first, or write a letter with a copy of the proof that it's fake from Apple.

jddono89

The speaker grill was mis-aligned and incorrect, inferior screen, the Apple guy took out his iphone and compared the sides of the case and they are different shades and the volume buttons are different. He also x-rayed it (or similar) and said the internals were different and he was surprised the phone even turned on!

Apple have given me a letter to say the phone contains unauthorised modifications and that Apple would not cover it under warranty or Apple Care.

The Phone is meant to have a 12 month warranty under the insurance terms and conditions. Obviously it does not, so I assume I have a basis to complain. I plan to phone and then write to the insurance company on Monday.

Surely any insurance company has a duty of care to provide an authorised/genuine phone? Who is to say these modification are not dangerous? Have they been tested for safety ect? The insurance must have known the phone has been tempered with and so are essentially ripping people off.

Thanks for reading a replying!

Johno100

jddono89 wrote: »

The Phone is meant to have a 12 month warranty under the insurance terms and conditions. Obviously it does not, so I assume I have a basis to complain. I plan to phone and then write to the insurance company on Monday.

Yes, that's the best thing to do and I am sure it will get sorted.

jddono89 wrote: »

surely any insurance company has a duty of care to provide an authorised/genuine phone? Who is to say these modification are not dangerous? Have they been tested for safety ect? The insurance must have known the phone has been tempered with and so are essentially ripping people off.

Of course they have to provide you with a genuine phone. Yes this knock-off may blow the side of your head off if you were able to make a call, but very unlikely unless the previous owner was Mossad.

Why must the insurers have known the phone had been tampered with/ fake? They are an insurance company not Phones4U. Have you considered that the insurers or more probably the intermediary they use to source and replace such items have been ripped off?

paddyrg

May not blow your head off, but catching fire isn't unheard of for cheap fakes. Absolutely within your rights to shout very loud about this - any hesitation on behalf of the insurer go straight to Watchdog and the press - they'll lap it up

keyser666

I have read a story this happening before, cannot remember if on here or CAG but deffo has happened

jddono89

Thanks for the replies.

Rang the insurance company and they were very unconcerned. They said they will post a pre-paid postal packet for me to send the phone back to them and then they will ship a replacement phone.

I took the phone back to the Apple store for a full list of the problems and proper written proof. They did one better and found out the phone currently belongs to a Daniel who lives in Bristol. It's up to me if I should try contact him. Should I hand the phone to the police in case it was stolen?

I'm not as angry now and just want to get this sorted as quick as possible so will sent the phone back and just hope the next one is genuine! I'll still make a written complaint though.

CoolHotCold

And pow, DPA act broken by Apple.

paddyrg

Fake or stolen? World of difference.

esuhl

I'd threaten to report the insurance company to the police and Apple for IP infringement, if they're illegally passing off counterfeit goods as originals. And then I'd threaten to report Apple to the police for breaching the Data Protection Act. After that, I'd inform the police of Apple's claim that the phone is stolen (if that is indeed what they are saying).

Your insurer and Apple should be falling over themselves to help you. It sounds like an interesting story for a consumer protection news article...