O2 Insure

St3vie3

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 !!!!ed 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?

FutureGirl

You aren't actually insured with O2, you're insured with Telefonica insurances, which is a parent company of O2. That is why you can't just go into a store a get one that is in stock.

If they don't have your phone in stock, your t&c likely says they will offer an equivalent model. Have you called the number to see what they're offering? It might be a better model.

St3vie3

I'm now aware that O2 Mobile & O2 Insure are different businesses, makes no sense that they can't communicate with each other to simply resolve tis but hey ho, I'm just a customer...

And yep, they offered me a Galaxy Note 4, a HTC M9 or a Experia Z3, actually thought they were taking the !!!!..

Current values:

£306 - Galaxy Note 4 32GB
£389 - Experia Z3 - 16GB
£344 - HTC M9 32GB

£529 - Galaxy S6 128GB

I even offered to pay a little bit more and get a S7 (even though I have no real interest in upgrading, my S6 was perfect), but they simply told me this was not an option.