Iphone Repaired under insurance, got it back scratched to hell -Solved- - HotUKDeals
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Iphone Repaired under insurance, got it back scratched to hell -Solved-

golemsmate Avatar
5y, 9m agoPosted 5 years, 9 months ago
My phone got water damaged, luckily it was insured but now I've got it back the screen is scratched all around the side of the screen and some in the middle. It was sent off with a screen protector on and the screen was completely clear.

Do I have a leg to stand on with a complaint?
golemsmate Avatar
5y, 9m agoPosted 5 years, 9 months ago
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#1
Are the scratches really that bad? Do you have pictures of it?
#2
Have they just swapped for another rather than repair?
#3
If you have pictures before you sent it you would be protected
#4
Sounds like a referb replacement ?
#5
steve1221
Sounds like a referb replacement ?


its the same phone, the back has the same scratches it has on before, to me they are very bad :( you can see them when you look at the phones screen
#6
umm it has a different serial number, would that mean the insides have been replaced?
#7
golemsmate
umm it has a different serial number, would that mean the insides have been replaced?


Perhaps they put your back on another phone?
#8
Who repared it?
#9
I'd be so pee'd off...
#10
They told me there is no proof, so i will have to complain in writing, any key words or phrases that will help? and LSC (lifestyle services group) under a lloyds platinum phone insurance.

Im so annoyed.
1 Like #11
golemsmate
umm it has a different serial number, would that mean the insides have been replaced?


If it has a different serial number, its not your phone, if i was you ill double check before i report it
#12
MR1123
golemsmate
umm it has a different serial number, would that mean the insides have been replaced?


If it has a different serial number, its not your phone, if i was you ill double check before i report it


It has a different serial and IMEI number. But the back plate is the same (it had a little chip and two mini cracks) the indicators are also still red. Does this mean they've just replaced it with a refurb model?
#13
Just another reason NOT to insure your phone through your bank.
#14
yh most probably a refurb replacement or they mixed two up lol. 1st you need to find out if it was a refurb they sent you, if yes tell em your not happy with it if no you know what to do
#15
OP I would ask them if they where possibly mixed-up & if they say no,then tell them you are not happy with this phone they have sent & you want your other phone back.
They will most probably give you a better phone.
#16
WheresMeNuts
OP I would ask them if they where possibly mixed-up & if they say no,then tell them you are not happy with this phone they have sent & you want your other phone back.
They will most probably give you a better phone.


It always seems too good to be true, it took them 3 days to give me another phone. Do you know if I can contact the company directly, When I called before the lady was from Lloyds tsb, that said nothing can be done and when I said where can i complain she said write to a PO box, which I've created a letter.

The letter goes along the lines of:

- you fixed the water damage, but now there are scratches all over the phone but it was sent with no scratches.

- I've stated I have noticed the IMEI & serial numbers are different and I believe they have swapped the phone for another one at a lower condition.

-i want the screen replacing or compensation.

Do you think I should call them instead?
#17
dcx_badass
Complain that the serial number on the back doesn't match the one on the device. As they should all match regardless of it been a refurb.


there isnt a serial on the back, it will just not match the box when I bought the phone :(
#18
Insuring through the bank is ok.

They've told my misses that she can send off for repair (water damage), or take it to thre apple store, swap for a new one for £160 & claim the cash back.

Much easier :)
#19
ChrisUK
Insuring through the bank is ok.

They've told my misses that she can send off for repair (water damage), or take it to thre apple store, swap for a new one for £160 & claim the cash back.

Much easier :)


I wish they bloody well told me that! lol LSG started in 2005, so its not got a reputation. I'm going to call in the morning, but I bet they wont deal with me and just tell me to write a complaint that will get nowhere.
#20
dcx_badass
golemsmate
dcx_badass
Complain that the serial number on the back doesn't match the one on the device. As they should all match regardless of it been a refurb.
there isnt a serial on the back, it will just not match the box when I bought the phone :(

All Apple devices (ipods/iphone) have the serial number on the back.


all mine has on the back is,

Model Number: a1303 (The phone says I have model MC132B)
FCC ID
IC ID

is it one of those?
#21
also looking through their mission statement and it states:

We believe in and seek long term relationships built on honesty, collaboration and openness. This is supported by a long term vision of our success being based on the success of our partners, backed by our own unique knowledge and insights. Every interaction with LSG will inspire confidence that our promises will be delivered.

They didnt tell me they swapped the phone which basically breaks all 3 of their aims.
#22
here is a picture of the back:

http://img524.imageshack.us/i/p1020216kt.jpg/ (sorry tried linking but somethings wrong with it - different image below)

http://img46.imageshack.us/img46/5642/p1020202at.jpg

where should the serial number be?






Edited By: golemsmate on Feb 24, 2011 21:50
#23
dcx_badass
NM It appears apple don't put it on the back of iPhones.


:) It would of been great if it was fake because I bought it from apple themselves. Still the model number is different
#24
will do tomorrow, its gonna be fun. This company seems like a bunch of crooks. If worst comes to worst i go to uni near crewe (their office) so ill pay them a visit and give them the piece of ... back to them
#25
dcx_badass
Complain that the serial number on the back doesn't match the one on the device. As they should all match regardless of it been a refurb.


iPhones no longer have a serial number on the case to stop exactly this from happening...
#26
I guess if it was water damaged then it would have had component damage on the PCB so therefore they would have had to replace it. It looks like they may have taken one from another phone and stuck it in your old case. If it had gone backk to Apple they would have swapped the whole thing but I guess using a third party repairers they are always going to try to keeps costs down. You have to be able to complain that the repair is just not up to the standard you expected but the serial number bit I think is something that you will have to accept would happen anyway.
#27
You've worried me now, I just sent mine off to be assessed through Halifax but with the Lifestyle Group....What was the problem with the phone, the backlight? The people I've spoken to at the claims dept have been friendly & helpful so far so maybe it is worth addressing by phone first, then letter if needs be. Did you pay the excess from your debit card, do debit cards allow chargebacks?
#28
xsazzyjayx
You've worried me now, I just sent mine off to be assessed through Halifax but with the Lifestyle Group....What was the problem with the phone, the backlight? The people I've spoken to at the claims dept have been friendly & helpful so far so maybe it is worth addressing by phone first, then letter if needs be. Did you pay the excess from your debit card, do debit cards allow chargebacks?


Pretty sure my dad paid on his platinum card, sure they wouldnt like somebody to do a charge back against their phone insurance company.

My phone was water damaged, so when they recieved the phone they've took the back off my phone and put it on another water damaged but repaired phone. This has made the phone have two different serial numbers and the other phone has scratches all over the screen. So all in all, a shoddy service. The phone wouldn't turn on at all, so they probably couldn't fix it.
#29
golemsmate
xsazzyjayx
You've worried me now, I just sent mine off to be assessed through Halifax but with the Lifestyle Group....What was the problem with the phone, the backlight? The people I've spoken to at the claims dept have been friendly & helpful so far so maybe it is worth addressing by phone first, then letter if needs be. Did you pay the excess from your debit card, do debit cards allow chargebacks?


Pretty sure my dad paid on his platinum card, sure they wouldnt like somebody to do a charge back against their phone insurance company.

My phone was water damaged, so when they recieved the phone they've took the back off my phone and put it on another water damaged but repaired phone. This has made the phone have two different serial numbers and the other phone has scratches all over the screen. So all in all, a shoddy service. The phone wouldn't turn on at all, so they probably couldn't fix it.


Mine has been sent as the backlight failed & the water damage indicators were triggered somehow. I would ring them first thing to dispute the repair, the sooner the better, surely they will try to offer a solution (or that is the impression I get from them). I am really hoping mine doesn't come back in the same state!
#30
mosskeeto
I guess if it was water damaged then it would have had component damage on the PCB so therefore they would have had to replace it. It looks like they may have taken one from another phone and stuck it in your old case. If it had gone backk to Apple they would have swapped the whole thing but I guess using a third party repairers they are always going to try to keeps costs down. You have to be able to complain that the repair is just not up to the standard you expected but the serial number bit I think is something that you will have to accept would happen anyway.



http://support.apple.com/kb/HT3939 - on this link it says the iphone 3gs model number a1303 is the model number for an iphone 3gs. what is MC132B?
#31
Complaints procedure

We will always be fair and reasonable when handling your
policy or claim. Should there ever be an occasion when you
feel that we have not provided you with a satisfactory level
of service, we would like you to inform us so that we can do
our best to solve the problem. We will do everything possible
to ensure that your query is dealt with promptly. The easiest
way to contact us is to call our Customer Relations team
on 08451 24 14 00. Alternatively, you can write to us at the
following address, quoting your policy reference number in all
correspondence:

Customer Relations Department, STAMS Limited, PO Box 588,
Walton-on-Thames KT12 9EL

Our staff will attempt to resolve your query immediately. If
this is not possible, we promise to acknowledge your query
within 5 working days of receiving it. In the unlikely event
that your query has not been resolved within 4 weeks of our
receiving it, we will write and let you know the reasons why,
and what further action we will take. Once we have resolved
your query, we will confirm our response in writing.

If you are not satisfied with our decision, please contact our
Customer Relations Manager on the above number.


I've just copied this from their T&C's

Edited By: xsazzyjayx on Feb 24, 2011 22:42
#32
xsazzyjayx
golemsmate
xsazzyjayx
You've worried me now, I just sent mine off to be assessed through Halifax but with the Lifestyle Group....What was the problem with the phone, the backlight? The people I've spoken to at the claims dept have been friendly & helpful so far so maybe it is worth addressing by phone first, then letter if needs be. Did you pay the excess from your debit card, do debit cards allow chargebacks?


Pretty sure my dad paid on his platinum card, sure they wouldnt like somebody to do a charge back against their phone insurance company.

My phone was water damaged, so when they recieved the phone they've took the back off my phone and put it on another water damaged but repaired phone. This has made the phone have two different serial numbers and the other phone has scratches all over the screen. So all in all, a shoddy service. The phone wouldn't turn on at all, so they probably couldn't fix it.


Mine has been sent as the backlight failed & the water damage indicators were triggered somehow. I would ring them first thing to dispute the repair, the sooner the better, surely they will try to offer a solution (or that is the impression I get from them). I am really hoping mine doesn't come back in the same state!


I hope your right, coming on this website has helped boost my confidence in this whole mess. When i called tonight the lloyds lady was very unhelpful and wouldn't speak with me because its not my policy. Treating me like a invalid. I'll report back tomorrow with what they say.

If they do sort this matter well as many management gurus say i'll probably have higher respect for them, than if they gave me back a new phone.
#33
xsazzyjayx
Complaints procedure

We will always be fair and reasonable when handling your
policy or claim. Should there ever be an occasion when you
feel that we have not provided you with a satisfactory level
of service, we would like you to inform us so that we can do
our best to solve the problem. We will do everything possible
to ensure that your query is dealt with promptly. The easiest
way to contact us is to call our Customer Relations team
on 08451 24 14 00. Alternatively, you can write to us at the
following address, quoting your policy reference number in all
correspondence:
Customer Relations Department, STAMS Limited, PO Box 588,
Walton-on-Thames KT12 9EL
Our staff will attempt to resolve your query immediately. If
this is not possible, we promise to acknowledge your query
within 5 working days of receiving it. In the unlikely event
that your query has not been resolved within 4 weeks of our
receiving it, we will write and let you know the reasons why,
and what further action we will take. Once we have resolved
your query, we will confirm our response in writing.
If you are not satisfied with our decision, please contact our
Customer Relations Manager on the above number.


I've just copied this from their T&C's


ooo thank you, different number and address. The lady told me to write to a crewe PO box

EDIT: Saw those are from the Halifax terms, lloyds states this

"N) Enquiries/Complaints.
We will always be fair and reasonable when handling your Policy or claim.
Should there ever be an occasion when you feel we have not provided you with a
satisfactory level of service, we would like you to inform us so that we can do our
best to solve the problem. We will do everything possible to ensure that your query
is dealt with promptly.
We will deal with all queries on behalf of the insurer and Lloyds TSB Bank plc.
The easiest way to contact us is to call our Customer Relations team by telephoning
Platinum Membership Services on 08458 50 53 00*, selecting the mobile phone
option. However, if you have a complaint relating to the policy wording or contract,
please contact the insurer at their registered address (see section P for details).
Alternatively, you can write to us at the following address:
Customer Relations Department
Lifestyle Services Group Ltd
PO Box 390
Crewe
CW1 6ZP"

Edited By: golemsmate on Feb 24, 2011 22:46
#34
Lloyds basically wants me to go through them, and their team was unhelpful as anything
#35
golemsmate
xsazzyjayx
Complaints procedure

We will always be fair and reasonable when handling your
policy or claim. Should there ever be an occasion when you
feel that we have not provided you with a satisfactory level
of service, we would like you to inform us so that we can do
our best to solve the problem. We will do everything possible
to ensure that your query is dealt with promptly. The easiest
way to contact us is to call our Customer Relations team
on 08451 24 14 00. Alternatively, you can write to us at the
following address, quoting your policy reference number in all
correspondence:
Customer Relations Department, STAMS Limited, PO Box 588,
Walton-on-Thames KT12 9EL
Our staff will attempt to resolve your query immediately. If
this is not possible, we promise to acknowledge your query
within 5 working days of receiving it. In the unlikely event
that your query has not been resolved within 4 weeks of our
receiving it, we will write and let you know the reasons why,
and what further action we will take. Once we have resolved
your query, we will confirm our response in writing.
If you are not satisfied with our decision, please contact our
Customer Relations Manager on the above number.


I've just copied this from their T&C's


ooo thank you, different number and address. The lady told me to write to a crewe PO box


Yes that's where I sent my phone to (Crewe PO Box) - I just logged into my policy online to find that in their Privacy Summary.

You can view it here:

https://www.lifestylegroup.co.uk/Halifax/PDF/HalifaxTerms.pdf



Edited By: xsazzyjayx on Feb 24, 2011 22:48
#36
@sazzyjay

I hope you have better luck than me, what type of phone did you send off? and ill let you know what happens when i call tomorrow morning. It could be a long day, and dont feel like its going to be a good one.
#37
golemsmate
Lloyds basically wants me to go through them, and their team was unhelpful as anything

Something like this was recently on Watchdog or maybe Rip Off Britain, basically, yeah they unhelpful as hell...
#38
Mallinersha
golemsmate
Lloyds basically wants me to go through them, and their team was unhelpful as anything


Something like this was recently on Watchdog or maybe Rip Off Britain, basically, yeah they unhelpful as hell...


bad times, I really hope the insurance company wont refuse to talk to me. I'd perfer to remove the middle man (or woman in this case) and deal straight with the insurance. Saves peoples time and getting messages mixed up. One thing i hate is waiting, if i get told to wait 5 days or something this sugar will hit the fan
#39
I sent off a 32gb 3GS, they've taken the excess payment so I'm hoping I get it back sometime next week. It was just replaced end of December by vodafone as it kept resetting itself in calls, after two months of going through what they told me etc it was still doing it. They finally agreed to replace but the cheeky things sent me an 8gb 3G thinking I'd not notice lol! It was awful dealing with them last time so this is why I took this route this time. Needless to say if my 2 month old replacement comes back with scratches I'll be having harsh words until they sort it.

If the policy isn't in your name, maybe get the policy holder to deal with it on the phone?
#40
xsazzyjayx
I sent off a 32gb 3GS, they've taken the excess payment so I'm hoping I get it back sometime next week. It was just replaced end of December by vodafone as it kept resetting itself in calls, after two months of going through what they told me etc it was still doing it. They finally agreed to replace but the cheeky things sent me an 8gb 3G thinking I'd not notice lol! It was awful dealing with them last time so this is why I took this route this time. Needless to say if my 2 month old replacement comes back with scratches I'll be having harsh words until they sort it.

If the policy isn't in your name, maybe get the policy holder to deal with it on the phone?


My dad doesn't understand phones, it's easier if i talk to them. I called this morning and talked to another person. I said yesterday I was told it cant be proved and said that was a lie and he was sorry. He's sending out a special delivery packet today for me to send the phone back for repair, and if it isn't then it will be replaced or money given.

He was very helpful but I couldn't speak directly with LSG, I had to go through Lloyds

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