Vodafone insurance claim accepted but been given a different phone back !

Wolfyboy

I feel so annoyed right now. I have been a Vodafone customer for many years now I also have been paying for insurance for all those years. I recently made a claim that was accepted. I sent back my iphone 5 32 gig phone to be repaired due to water damage ( it got knocked into the toilet) I was told that it would be repaired or if it could not be repaired it would be replaced.

I got given an iphone 5 16 gig phone - I was assured that this was a mistake and that I would be given a new iphone 32 gig phone after being passed from caller to caller and I also was promised compensation due to the ordeal I had to get the phone in store after recovering such terrible customer scervice.

I called back tonight to find out when this 16gig phone would be collected. I spoke to an advisor who told me that the iphone 5 32 gig has been discontinued and that the 16 gig iphone 5 I was given was an adequate replacement of the same value. Which is in my terms and conditions that I will have given a phone of the same value.

I paid £200 for my 32 gig When I started the new contract. in the 15 months I have had the 32 gig iphone 5 have paid £225 pounds monthly in insurance ( also not to mention previous payments to insurance prior to my 32 gig handset ) . Also my contract ends in august so I haven't fufilled the end of the contract.

Having a 16 gig phone is not the same value as a 32 gig phone nor is it in any way a replacement. As a long time customer of vodafone I can't believe I have been duped into paying insurance to be then given a phone that has smaller memory on it and been fobbed of by being told that it's discontinued and that the 16 gig phone is the closest replacement.

I feel like i have had stolen my money and I'm not being given me the service I expect. I have only had this phone 15 months ! I haven't completed the contract and I am still effectively paying for a 32 gig iphone.

To say I am not pleased about this is an understatement I honestly don't know what do to next - do I have a leg to stand on ? Do you guys have any advice on how I should take this further ?

powerful_Rogue

Wolfyboy wrote: »

I spoke to an advisor who told me that the iphone 5 32 gig has been discontinued and that the 16 gig iphone 5 I was given was an adequate replacement of the same value. Which is in my terms and conditions that I will have given a phone of the same value.

I would call them back and advise their terms and conditions state -

Your Equipment will be replaced with new or refurbished Equipment of a similar specification

No mention of value, just specification. As you now have 50% less storage, the replacement handset is not of a similar specification.

The only issue arises with the following term in the t&c's - which they seem to be relying on.

ACE may choose to either repair or replace Your Equipment (which may be by way of refurbished Equipment), and accessories with a Vodafone retail value of up to £200 or the cost to ACE of providing You with Equipment of an equivalent specification, as close as possible, in the opinion of ACE.

If that gets you no-where, you need to follow their complaints process.

What to do if You're not happy with ACE
ACE is dedicated to providing You with a high quality service, and wants to maintain this at all times. If You feel that ACE has not offered You a first class service or You wish to make an enquiry regarding this insurance, please contact Lifestyle Services Group Limited (LSG) who act on behalf of ACE as Administrator of the scheme by phone on 0333 304 3346, by email at Vodafone.insurancecomplaints@lifestylegroup.co.uk or write to them at: Vodafone Insurance Lifestyle Services Group Limited, PO Box 98, Blyth NE24 9DL.

InsideInsurance

All iPhone 5 have been discontinued not just the 32gb so its just a matter of which phones they happen to have laying around.

Log your complaint and say you will take the matter to the FOS. They will ultimately go for a cash settlement of the claim if they dont get any other 32gb phones in that they can repair in the meantime. A quick look on Amazon Marketplace will give you an idea of the sort of settlement they will make remembering it is not a new for old policy.

ThumbRemote

I'm sure the Vodafone rep will be along shortly to offer their assistance, before doing nothing whatsoever to help.

jb66

They could give you a 5C, they are similar spec

LilElvis

jb66 wrote: »

They could give you a 5C, they are similar spec

The OP had a 32GB 5, the 5c is now only available in the 8GB version (though there must be old stock of the larger size around). The nearest new equivalent would be the 5s, which is still offered with 32GB.