Vodafone Rapid Business Insurance

Alternateline

Alternateline

Alternateline

Associate
Joined
9 Dec 2010
Posts
144
Hey guys,

long story, short version: my iPhone 12 Pro Max was dropped and I cracked the screen. I called my Vodafone insurance and they did the usual swap, £50 excess. The replacement phone arrived and I noticed a hairline crack on one of the camera lenses as well as a spongy power button. I called them to let them know but they simply said that if the new device wasn't perfect I'd have to submit a new insurance claim. The guy on the phone was saying ludicrous stuff like 'he could personally guarantee the refurb phone was perfect' when I got it and that 'I must have accidentally damaged it'. Anyone know if there is provision in law somewhere about the quality of replacement devices after insurance claims.
 
You'd have to check the T&Cs, but I'd be very surprised if that was right. What's the point in claiming for a damaged phone if you receive a damaged phone as a replacement?
 
0333 304 3346.

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Vodafone Insurance, Lifestyle Services Group Limited, PO Box 98, Blyth NE24 9DL

Contact details for the complaints regarding Insurance.

Even though the terms do state that a refurb unit can be sent as replacement it should be pretty much "As new".
 
Alternateline said:
Ts&Cs don't say anything about the state of the new device unfortunately - off to the ombudsman I guess.
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Think you'll have to raise a complaint with them first and wait for it to get rejected before you can go to the ombudsman - that's usually how these things work.

I can understand them providing a refurb phone as a replacement, but as @Resident says, it should still be basically indiscernible from new.

After all, say you dropped your phone in a bucket of water and it was completely bricked, going by their logic they could provide you a replacement with a smashed rear cover and covered in scratches, since it would technically be a "working" device, and an improvement on your broken one. :rolleyes:
 
Alternateline said:
Maddeningly, the guy making the ridiculous claims was the complaint handler. Just waiting on the final resolution letter to come.
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Within Vodafone there's no real difference between a complaint handler, customer service rep, tech support or sales. They're all encourage (by targets) to make as much revenue as possible.
 
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