Sky protect and domestic and general

hannah6789

iPhone XS Max. 

I wish the public to know the experience I had with sky protect / domestic and general.

 My iPhone XS Max screen got damaged so arranged for sky protect / domestic and general to repair the screen .

 When it was returned within a day the screen kept flickering and gradually got worse to extent you could not see what was on the screen.

 I called sky protect / domestic and general And informed them of this and asked them did you use Apple diamond sapphire glass ( used in Rolex watches) which is in fact £330. 

They assured me it was and they would repair the phone again. Within a week of having the phone returned the exact same problem occurred . 

I called sky protect / domestic and general to inform them of this and asked them again are you providing genuine Apple parts to which they said yes of course we do,  it they would not repair the iPhone XS Max again as they had in fact replaced  the phone with a brand new Apple iPhone XS Max and I should now go to the Apple store as it is now under warranty with Apple. 

I made an appointment with Apple store and it time me 5 hours to get in to see a technician. When I saw the specialist at the Apple store he informed me straight away that the glass on my iPhone XS Max was in fact a cheap Chinese import and cost £10. 

The iPhone XS Max screen is diamond sapphire glass  which cost £330 not a £10 Chinese screen. 

He also said sky protect domestic and general had lied to me and my iPhone xsmax was not a brand new phone under warranty it is in fact the same oringinal iPhone I purchase 18 months ago.

 This was compared to original packaging and IMEI number and he was right. It was the oringinal that I brought (more lies)  

I called sky protect domestic and general on 26/06/2020 and I was put through to the complaints department / extra care team and spoke to a man named Thomas. 

I asked him to read all notes on his computer regarding this before I discussed my complaint further. He didn’t want to do this but I insisted and it took me a further 25 minutes to get him to do what I asked . 

He put me on hold eventually and read all the notes so he could get accustomed to the facts. I then asked him if sky protect / domestic and general replaced the screen with original Apple products or fake and his reply was “ I don’t know” which shocked me to be honest as he is in the department that should know. 

Firstly they have always informed me when I took out the policy that that they only use Apple genuine parts And secondly why did he not know considering this was the department that should know. He was very evasive, rude and abrupt.  48 minutes into the recording I asked to speak to a manager he refused to do this. I asked why and his reply was And these are his words  “It is impossible to put me through to a manager as it was company policy to never put a customer through  to a Manager.

My iPhone XS Max is still not working  and he has not organised for it to be repaired or replaced  and I would have to wait I till he done more back ground checks.

 I have been left in limbo.

 NEVER INSURE YOU XS MAX IPHONES with this company or any other device as they replace parts with FAKE ones.

 It is 30/06/2020 and I do not know what to do? 

My iPhone XS Max still does not work after 6 weeks and during a world wide pandemic . They have made no effort to resolve this... I have also requested recordings of all calls. 

 This request was made on 26/06 as im legally well within my rights to obtain these and Another 5 days and I have head nothing. 

This is disgrace. I will reiterate DO NOT insure your devices with SKY PROTECT DOMESTIC AND GENERAL!!!