Vodafone insurance and customer service - Never again

[arun2001lk]

Quick summary - I am with Vodafone for nearly 10 years

Made a claim a year ago (replaced the device with an orange one - took more than a month (no stock - coming soon)), my original device was black Lumia 930

--> I was not happy and ask them to replace with original colour

Answer -> Insurance does not cover the colour

--> I asked if they don’t have the original colour then offer different phone and I will pay the diff (I ask same brand phone)

Answer -> it can’t be done

I accepted the orange device

Made another claim last week, got the device replaced (orange again, I just wanted to check whether they have black in stock) Talk to customer service, they told to talk to Repair centre

Talked to Repair centre, they checked the stocked and they have not got the black in stock, they put me through to Vodafone insurance suggesting that they may have black in stock

Talked to insurance, same response as before, insurance does not cover the colour and we can’t check.

Very disappointed with their attitude, they were not bother to check.

Thank you Vodafone, you are losing a loyal customer

[BandOfBrothers]

Hi @arun2001lk

Your not the first person to be unimpressed at not having the original phone colour replaced when through insurance. 

Personally for my own reasons I choose not to use Network Insurance. 

Home Contents Insurance can be a better choice. Excess fees and T&C need to be checked.. 

Also some Bank Accounts provide cover as a perk of the Account. Again T&C and excess fees need to be checked. 

So next time you upgrade you could elect to decline Network insurance and look at alternatives. 

Please take into consideration that not every Network provides the same signal strengths and Data Speeds everywhere, and in the same area. I assume to this point Vodafone have overall supplied a useable Service. Moving Networks may affect this.

[AnnS]

Hi @arun2001lk

Any mobile phone insurance company would have treated you the same.

When you take out mobile phone insurance, you are covered for a like for like replacement, this means you may not get the colour or phone you had before the claim.   The replacement will come from whatever the insurance company has in stock.  Fortunately, they still had a 930 but Orange was probably the only colour available.

If you are not satisfied with the insurance claim, it might be worth discussing your other options with the insurance company, they may be able to offer a alternative with similar like for like specifications.

[arun2001lk]

Talked to insurance, same response as before, insurance does not cover the colour and we can’t check.

I am aware that insurance does not cover color

But why cant they check whether they have or not?

[BandOfBrothers]

I can only assume that their systems won't let them see colour type ,but instead only the phone make and model.

I again assume they will be constantly dealing with claims so cannot offer a bespoke service that you want to recieve. 

[arun2001lk]

@BandOfBrothers, Not sure whether you are working for Vodafone? Which kind of system you think Vodafone is using that they cant see the product details(including colour) or you are on a different time machine? 

Why you think I am asking for bespoke service? what make you to think that? 

[BandOfBrothers]

@arun2001lk

My signature box in every post clearly states I'm a fellow customer. 

In your post you stated in bold "Talked to insurance, same response as before, insurance does not cover the colour and we can’t check."

So going from your interaction with them and their Official response  ,so with what you've said about what they can't check, I said I "assume" their systems can't let them check those particular details. 

I appreciate your not happy with your current situation and that your not getting the answers you want to hear. 

I wish you all the best. 

[AnnS]

Hi @arun2001lk

You probably have additional insurance for accidental damage and breakdown on top of theft and loss.  There is further information on the insurance benefits on the link below.

Vodafone Covered

The problem you are going to have is the claim stock can't be seen by Vodafone.  As the replacement and claim is handled by the insurance company, stock availability can only be assessed by the insurance company.

If you have an enquiry, and are not satisfied with the outcome of your claim, you will need to contact the insurance company direct.

[arun2001lk]

Talked to Repair centre, they checked the stocked and they have not got the black in stock, they put me through to Vodafone insurance suggesting that they may have black in stock

Talked to insurance, same response as before, insurance does not cover the colour and we can’t check.