Phone insurance and subsequent disappointment

[OneTwo]

Bought a phone from Apple Store in Nov 19.

Insured it straight away, fast forward to Oct 20 and the phone falls from my pocket when I'm out on my bike. Only noticed when my headphones went out of bluetooth range. Turned around to see a car drive over the phone...

Insurance claim went through, phone replaced by insurance company as beyond economical repair.

2 weeks ago, this replacement phone fails to connect to the network. SIM is fine, phone isn't. Apple online diagnostics have come back as cellular baseband not detected.

Spoken to insurance company, the replacement came with a 3 month warranty and that's all. They want me to pay the excess again to look at it (£75). I'm not happy that it only came with 3 months guarantee and now any Consumer Rights I had with Apple are in the bin because the IMEI/Ser No are different.

The insurance company have recognised my dissatisfaction and 'helpfully' raised a complaint to their customer services dept on my behalf. This means that the FSA can't get involved until they've had 8 bloody weeks to contemplate the situation... (I called them - very vanilla answer)

Citizen's Advice have said that Consumer Rights aren't applicable in this case as it's under the arrangements of the Ins Co's Ts & Cs. Which nobody ever reads but I'm sure they'll say 'Tango Sierra' in legal speak.

Anybody had a similar experience or has better knowledge in this area?

I really don't want to give them more of my money in an excess payment, but I'll do it if it's the only reasonable approach left. Just seeing if there's any alternative options before I deal with these cheesers for the last time.

[Tony1963]

AppleCare suddenly looks like a bargain.

What an absolute pain, I’ve no idea what I’d do.

[Chrisgr31]

Tony1963 said:

AppleCare suddenly looks like a bargain.

What an absolute pain, I’ve no idea what I’d do.

Would Apple Care cover it though as in the first instance it was accident damage?

[mmm-five]

Chrisgr31 said:

Would Apple Care cover it though as in the first instance it was accident damage?

Not AppleCare (the standard warranty included with purchase), but AppleCare+ (the insurance product) would.

[Chrisgr31]

mmm-five said:

Not AppleCare (the standard warranty included with purchase), but AppleCare+ (the insurance product) would.

Thanks.

Interestingly (well probably not) my iPhone XR was covered by the insurance supplied free by my bank account. I cracked the screen when I dropped it. The insurance company arranged its collection and would have arranged its repair or replacement to me within a week. However it was collected by DPD who promptly lost it. Therefore we had to wait whilst DPD tried to find. However once they admitted it was lost the insurance company supplied a replacement and advised that they automatically insured the replacement and had all the details they required. So I guess the answer is read the small print.

[matjk]

they will give you a refurbished phone as a replacement, hence the short warranty, ( well they do in most cases).
Have you asked if apple will look at it? Ive had them fixed, just gave then IMIE and they check its not to old , most people
get their phones via a network provider, so Apple don't know who ends up with the phone.
Its worth asking,

[OneTwo]

I've phoned apple support today, they're going to repair/replace the phone under consumer law conditions. Turns out they don't really care that the phone's been replaced, once they confirmed the proof of purchase it was a straightforward deal, box arriving in the post in the next few days or so... fingers firmly crossed though still.

[journeymanpro]

OneTwo said:

I've phoned apple support today, they're going to repair/replace the phone under consumer law conditions. Turns out they don't really care that the phone's been replaced, once they confirmed the proof of purchase it was a straightforward deal, box arriving in the post in the next few days or so... fingers firmly crossed though still.

That's a great result.