Difficulty changing policy when buying new phone

“Difficulty changing policy when buying new phone”

Written on: 22/05/2012

I bought a new mobile phone and wanted to cancel the insurance on my old phone and transfer it to my new phone. However, from your website I could not easily find a way to log into my account to make the changes. When I eventually found a route to sign in, you didn't recognise my email account. Highly frustrating. I eventually had to buy the insurance for the new phone and leave my old insurance in place (although I no longer have the phone!). And I now find that the d/d has not set up correctly so my new phone is not insured (my fault I think). My frustration is that it is not simple to move insurance from one phone to another following an upgrade. Your opening hours over the phone are not convenient for me to call so I emailed you but have not yet received a response.

I think your price is fantastic but I'm not sure you make it easy for customers to interact when required. I'd love to hear your views