written by sdavies26 on 06/10/2017
I have the premium VIP service, which should offer next day replacement. To give a brief summary, I have made several claims. All of which have resulted in waiting a number of weeks, even months for replacements. AVOID!!!!
Here is a more detailed account of the terrible service that i have received.
My first claim was on 11/11/16 and did not receive a new phone until 26/11/16. After taking 10 days to process my claim, I was told that the phone was not in stock and would potentially have to wait another two weeks to receive it.
I made a second claim on the 21/12/17:
This time I was initially told to get a quote from a local phone repair centre, who said that the phone would not retain its waterproof functionality when repaired. Loveit Coverit said that I would have to go with this repair. I chased this up, quoting from my policy. They then said that they had made a mistake and I was eligible for a new handset.
Once again after taking 16 days to process the claim, I was told that the phone was not in stock and would potentially have to wait another two weeks to receive it. I did not receive a new phone until 12/01/17.
The phone I received on 12/01/17 was faulty. I was told that i could get an instant replacement under warranty, but THE PHONE WAS NOT IN STOCK!!!! I finally received it on 20/01/17, a month after making the initial claim. After spending a lot of time complaining and finally looking up the 'Operations Manager', this resulted in a small compensation.
My last claim was made in June. I eventually received another faulty device, which was also damaged. Interestingly the faulty gold phone that i received for this claim, is the same colour and has the same faults as the faulty phone i received in January. I contacted them within an hour of receiving the device explaining the damage.
This time they said that they had recently changed their policy and i would have to send the phone for inspection before they sent a replacement. I am very wary of this, based on the numerous negative reviews that i have read. I am also paying for a VIP next day service.
I have now involved the financial ombudsman, who is investigating my claims. In their final response, Loveit Coverit asserts that i didn't claim for 3 days, after receiving my most recent damaged and faulty device. I have a copy of the delivery time from the courier, as well as the initial email notifying Loveit Coverit of the damage, within the hour.
I have now had a phone; which arrived faulty and damaged and should have been replaced next day under warranty, for four months.