insurance 2 go, mobile phone insurance

paul_a_scott

i recently purchased insurance 2 go mobile insurance as it was recommended on here.
i dropped my 6 month old samsung s7 in the road and it was run over before i could retrieve it.
it was covered by the insurance. I sent the phone in at a cost to myself and it came back with a new screen but most of the damage visible and operational hadn't been fixed.
I complained. I sent my phone back and it was deemed beyond economic repair.
They sent me a refurbished phone. Mine was black. I now had a gold one.
The speaker was distorted and the battery life lasted about 10 hrs on standby.
Their terms state in these circumstances, they will replace with a refurbished phone of the same age and condition that the broken one would have been in before the claim.
I was suspicious at the poor quality of the phone which only had 12 months warranty. ( mine had 18 months to run)
I went to Samsung uk who checked it out and confirmed that this replacement was 17 months old and started life off in France.
Insurance to go tell me that they have no control over what their supplier sends them.
I await a call from their management on Monday.

If anyone has received a refurbished handset from these people, I urge you to have it checked out thoroughly. When the phone is refurbished the internal information is re set to the date of refurbishment. but a trip to the Samsung shop will glean the truth.
I assume they are in breach of contract now and will be asking for a new replacement of the correct colour with proof of age....as they send you no paperwork what so ever, just a phone in a plain box.

Blibble

You won't get a new replacement. Why would you, as you're not covered for one?

Your best bet is to go through their returns' procedure and ask for appropriate redress for the inconvenience, perhaps a full refund of the excess fee.

FYI - you can tell the age of the handset they send back out to by looking up its IMEI on various checkers online, rather than needing to take it back to Samsung.

paul_a_scott

The company has the option of replacing with a new handset, though I doubt they will want to.
the imei wouldn't come up for me or for Vodafone, who sent me to Samsung.
However, the main purpose of my post was to make people aware that they may be having their phones replaced by items of far poorer quality than stated in the companies terms and conditions.