Mobile phone repair via insurance

Smith2001uk

Evening all. 

I've had my pixel 8 pro repaired by my insurance via their repairer SBE. The first time they they had it, they ignored the front screen hairline crack. They did note it on the report which the SBE CS rep found very odd it wasn't changed. 

I reported this when I received it back to my insurance who apologised and said send it back to be seen and repaired again. They even refunded my postage on the second go. 

SBE indeed repaired it this time with the intervention I suspect the insurance wrote on the ticket/emailed SBE. 

Now I've discovered the top left hand corner isn't as sensitive as it was before the repair (this is where the crack was). It takes 2 or 3 times sometimes and sometimes it's fine. It wasn't this way before. Also when I use wide angle photo mode 90% of the time I get a line along the photo. It moves oddly too. This again wasn't there before.

Now it's been repaired twice and when I speak to them again tomorrow. I highly suspect they'll just say "were really sorry please send it in again". I was under the impression I only have to allow 1 repair attempt and they've definitely had that. 

What are my rights now? If anyone knows under the consumer rights act. 

Thanks all

cw8825

How was the damaged caused?
if it  was an insurance claim for damaged like from being dropped. 

It is not a consumer rights issue. Would be an insurance issue and requires following their complaints procedure

DullGreyGuy

Smith2001uk said:
I was under the impression I only have to allow 1 repair attempt and they've definitely had that. 

What are my rights now? If anyone knows under the consumer rights act. 

Those are your consumer rights against the company you bought the phone from in the event with a fault with the device. 

The fact you are claiming on insurance suggests this is damage you've done to the phone rather than a fault? In which case the CRA doesn't apply. 

PHK

Smith2001uk said:

Evening all. 

I've had my pixel 8 pro repaired by my insurance via their repairer SBE. The first time they they had it, they ignored the front screen hairline crack. They did note it on the report which the SBE CS rep found very odd it wasn't changed. 

I reported this when I received it back to my insurance who apologised and said send it back to be seen and repaired again. They even refunded my postage on the second go. 

SBE indeed repaired it this time with the intervention I suspect the insurance wrote on the ticket/emailed SBE. 

Now I've discovered the top left hand corner isn't as sensitive as it was before the repair (this is where the crack was). It takes 2 or 3 times sometimes and sometimes it's fine. It wasn't this way before. Also when I use wide angle photo mode 90% of the time I get a line along the photo. It moves oddly too. This again wasn't there before.

Now it's been repaired twice and when I speak to them again tomorrow. I highly suspect they'll just say "were really sorry please send it in again". I was under the impression I only have to allow 1 repair attempt and they've definitely had that. 

What are my rights now? If anyone knows under the consumer rights act. 

Thanks all

This is insurance not a purchase so the only part of the Consumer Rights Act that applies is that the insurance must be arranged and handled with reasonable skill. And even if it wasn’t you’d only be entitled to be put back in the position you were before i.e. repair the phone. 

What you are entitled to is whatever the contract of insurance says. So check your policy wording.  

Smith2001uk

Thank you all. It was myself who dropped it and claimed on insurance. I've wrongly thought as insurance was a product/service it was covered by the consumer rights act. But it's obviously not, every day is a school day. I shall dig out the t&c's too. 

I will be calling them again tomorrow to arrange the 3rd try to hopefully get it sorted once and for all.

Cheers all