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“If I could give them zero stars I would”

written by jaybaguk on 03/10/2016

I first phoned to claim for a damaged Apple watch on 8/8/16. I filled in the on line form and sent a photo of my proof of purchase and waited. I heard nothing for about a week so I called to see what was happening and was informed that the person dealing with my claim had been out of the office for a few days. Nobody else, it seems, bothered to look at/took responsibility for my claim so it just lay there until the person returned. She gave me the option of sending it direct to Apple, paying the full cost of repair and then getting refunded or sending it to Supercover and they would deal with it. I figured this would be easier so I sent it to Supercover. After another 2 weeks and hearing nothing I again contacted Supercover and complained about the lack of communication. I was informed that the watch hadn't been repaired and that I would receive a new one direct from Amazon later that day. Later that day I received a refurbished Apple watch that had no warranty (despite myself paying John Lewis extra to receive a two year warranty in December 2015). I emailed Supercover to explain that I was not accepting this and that I wanted to discuss this with somebody asap. That was on Friday 23rd September and despite their website proclaiming that they will respond to all complaints within 3 days I have still not even had any form of response. Absolutely shocking.