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“Where do i start? ”

Written on: 13/05/2011

Where do i start?

The claim process itself has changed since I first became a customer and I was told I now have to fill out a form and send it back, then it would take up to 10 working days to assess my payout (when I purchased the Iphone I was told by Phones4u I would have a new phone in days when claiming-WRONG). I completed the claims form and in all fairness they were quite quick at calling me back. The problem was they didn't have my phone in stock (Iphone 3gs 16gb) and didn't know when it would be back in. They offered me a cash settlement of £343 which I didn't think would get me another Iphone, so I voiced my concerns. The male i spoke to wasn't very helpful and stated they would not give me any more money and this was the last known value of my phone even though they no longer make it. I asked to speak to his supervisor and he was quite evasive and would not put me through stating these were the rules. He gave me a list of websites (play.com amazon.com etc) and told me to have a look. I went away and could only find an Iphone 3gs 8gb for £399, so this would have meant me adding a substantial amount of my own money towards the phone and downgrading. I rang back and eventually managed to speak to a supervisor - I quoted that on the website it states "in some cases, an identical handset (for example, make, model and/or colour) may be unavailable. If this happens, a replacement handset of equal or greater specification will be sent to you". Accepting the money they had offered me would not result in this. The manager was very helpful and forwarded me to www.insurancefulfillment.co.uk and advised me there was a refurbished Iphone 3gs 16gb for £389 so they would match this amount with my payout. It just felt like I had to really push and go the long way around receiving an outcome. It doesn't fill me with confidence that I have to now go and purchase my own phone from this website I have never heard of before, but we will see.......