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hi all, my screen is cracked at the bottom. (due to my phone having an accident) i rang up o2 and they said i would have to make a claim through insurance (which i have the o2 gold insurance) and IF i was succsessful I WOULD have to pay for a new handset. 25 quid for a new handset isnt bad but i presummed it would be free seen as your paying for insurance.
what shall i do?
make a claim and reluctantly pay 25 for a new handset, waste loads of money on the phone when they keep you hangin on for as long as they can.
or any other ideas? does the insurance cover loss and theft only then? shall i claim my phone lost? in order to get a new phone. this way i wouldnt have to pay for something which is insured.
can anyone help? thanks,
jordan allen/ (k700i user wanting the contract to end so i can get my hands on the k750i)
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Posted: 2005-04-05 10:33:36
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Your o2 Gold insurance also covers accidental damage provided that you weren't too stupid in the breaking process of your phone. If you want to ring them for free, go into your local o2 store and you can use their phones.
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Posted: 2005-04-05 11:34:27
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1)cust service is now 0870 i believe, check the website under 'contact us'
2)£25 is an excess, most insurances on phones/cars/houses have them, it was in your T&Cs at the start, live with it!
3)it covers loss/theft/acc damage (gold insurance) i used it once and got my phone in 2 working days, im very happy with o2 insurance!
4)if you report it lost and it isnt you are commiting insurance fraud and you WILL STILL HAVE TO PAY THE EXCESS!!!!
[ This Message was edited by: Rob_B on 2005-04-05 16:09 ]
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Posted: 2005-04-05 17:08:27
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@Rob
You work for O2, or just an impassioned supporter?!
@jordz121
Working in the mobile industry, and having done so for a few years, I am very used to people who don't read the T's & C's and insurance is a favourite topic. Here's what you should do:
PAY for the call charges - you bought from O2 Online because you value price (very cheap) over customer service (premium rate/email and non-existent) so why do you now think you shouldn't have to hang on.
PAY the excess - exactly as Rob said, you agreed to the Terms when you bought it, and what's more it's standard practice, to prevent false claims if nothing else.
DO NOT either lie about what happened to your phone (certainly not to the extent of fraudulently reporting it as lost - the police are clamping down on this and prosecuting people) or manipulate your insurance policy to try and get a K750i as a replacement. Inevitably, it won't work and you may well get yourself into trouble.
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Posted: 2005-04-05 17:23:37
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thanks for the sound advice guys, i aint the type of person that has time to read the many pages of "small print" or neither can be bothered. however, in the future i will be reading them fully.
and in reply to : @dave_uk
"PAY for the call charges - you bought from O2 Online because you value price (very cheap) over customer service (premium rate/email and non-existent) so why do you now think you shouldn't have to hang on."
i dont know about you but i refuse to be holding on the line for the customer service team to be running from department from department whilst i have to pay for this at a premium rate. that to be is very poor i aint and won't pay for shitty customer sevice. and orange has the exsact same deal "500 text and 200 free xnet mins" for the same price, so its value yes but why should we have to suffer in the customer services department?
thanks guys i shall be going to o2 centre in town to sort this out, thanks again, much appreicated.
jordan
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Posted: 2005-04-05 20:40:28
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Jordan,
You misunderstand me - I fully agree that I would not be prepared to hang on at premium rate as you describe. It is appalling service. My point is that you agreed to this at the time. Personally, I benefit from free customer services and a preferential number so I don't have to hang on, precisely because I chose carefully in ther first place.
Orange's offer incidentally is much better, as you benefit from standard customer services, whether you buy online or anywhere else.
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Posted: 2005-04-06 15:58:13
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On online c/s number is 0870 600 3009 which is charged at national rate, like most of network providers so you don't have to sacrifice customer service.
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Posted: 2005-04-06 19:55:07
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BTW there is no excess to pay with Orange, they have the best policy. Replacement in 24hrs they even deliver on a Sunday.
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Posted: 2005-04-06 21:43:00
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