Is this the way phone Insurance is supposed to work (o2)?

Saver-upper

On 15th October I bought a new phone (Samsung J3), from o2,who I have been with for nearly 3 years now.

On 31st October I dropped it.The screen looked fine,but phone wouldn't turn on.When I looked at it closer ,in the light,you could see the "crackling"effect underneath the screen.

Took the phone to the store on Tue 1st Nov,explained I had dropped phone and would like it fixed.I was given a tracking number,told could track online.
When I looked online late night onSaturday,5th,there was a message "No repair found".A bit panicked,I posted on MSE for advice,then on Sunday I phoned store to see what was going on,was told maybe it hadn't been received yet(!)

I was expecting my phone to be returned within a couple of days,fixed.It was now explained to me that they would investigate if it was a waranty issue,if not it would be returned to store,then I could decide if I want it repaired under insurance ,paying a £75 excess(!).I told he I had told them in the first place that I had dropped the phone.Why would it be a warranty issue?

There has been a bit of back and forth,amongst which a different person in store said my excess would not be £75 (saying "Who told you that?"),that their most expensive excess was,he thought,about £45-50,and that is for more expensive phones than mine.

Today I get a text from o2 to say my phone is back instore,arrange to collect.I phoned them,was told it would be £120-ish to repair under warranty.I told them I had rejected this quote two days ago,want it done under insurance.
I was told that to arrange this I was to phone another number.

This afternoon I go through to that number,found someone very helpful,who told me to collect the phone,unrepaired, from store tomorrow,before 11-11.30,when he will phone me back to explain how to get it collected for repair under insurance.....


I have 2 teenagers who have similar phones through Carphone warehouse.When son dropped his and we claimed under insurance in August,we took it into the store and he had an upgrade replacement 1 or 2 days later.None of this too-ing and fro-ing.

As I say,I have been with O2 for coming up to 3 years,never had any problem.But claiming has been a nightmare.Is this the way o2 normally work,or is this a bit more faffing around than usual.?

Quentin

Looks like misunderstandings (maybe as your phone was so new tunnel vision set in and they assumed it was faulty)


Hopefully it now gets sorted as an insurance claim .- but if you are unhappy you really should be taking it up with them directly!

Saver-upper

Thank you Quentin.I appreciate you taking the time to reply.

Yes,I think I will see how tomorrow goes,and when I finally get a working phone back,it might be worth writing to the store (I understand they are franchises).