[HD2 General] Elbophoto:
I've been patient for 36 days so far, now I suggest you get off YOUR high horse and stop defending a company which is nationally renown for treating us consumers unfairly. Unless you are in-fact a Fonesafe representative then I suggest you take a step back a second and realise that just because you had ONE good experience with them, does not mean that they are a suitable outfit.

My experience with Fonesafe only mirrors everybody else's. I've thought about this now for a few days and I've come to the conclusion that I should post this, so that people can read it and realise that their - Fonesafe - Service, is garbage, quite frankly.

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Hi everybody,

I hope you can take the time to listen to my story, it's quite an interesting one. Considering I've mentioned the word Fonesafe, I'm pretty sure you'll already know that it's going to be interesting.

The tale starts here;

On the 14th December 2010, I lost my iPhone 4 - 5 months into the contract. I immediately jumped in my van, left site and went home. I got on the phone to T-mobile within 2 hours of losing the handset, give or take. They blocked it for me and said that I should now report the loss to Fonesafe, and to make sure I do this within 24 hours, I did it within 24 seconds - No messing.

On the letter I have sat infront of me, right now. It says in Your phone replaced within 48 hours*. The disclaimer being that the 48 hour timeframe is "Not guaranteed in cases of damage or claims made over a weekend". The letter states absolutely nothing else, I have no T&C's, I've never been sent any, and never been made aware of what they told me. They basically said that I have been mis-informed and that the letter is wrong. What it should say is that the 48 hour replacement period is from when the claim has been approved.

On to the approval process then;

I called Fonesafe on the 14th to register the incident, I was told that now I had made a verbal statement I was to print off a 'claims form' which had been sent to my Email address, fill in the details of the incident and provide a written statement so that they can cross reference it to my verbal statement. I was told I could either, scan it in & email it back or Post it to X address or Fax it to X number, either from personal machine or my local store.

I asked why they needed both a written declaration and a verbal one, they said "The iPhone 4 is a very sought after handset and with it being so close to Christmas, we receive a high volume of fraudulent claims. We like to check the claims for these handsets very thoroughly, especially at this time of year". I wouldn't mind but I pay DOUBLE what most people pay for insurance, purely because "It's a sought after handset".

Anyway, I printed the docs off, I filed them in, I scanned them in and I emailed them off. I called back on the 15th to make sure the documents had been received. They hadn't - "Send them again Mr. Bebbington." So, I sent them again, whilst I was still on the phone, "yes that's great all in order, we'll be in contact within the next 3-4 working days"... "3-4 working days!?" I bleated. What could I do, there was no rushing them, they wanted to make sure my claim was honest and that I'm not some council estate yuppy trying to prise a quick few hundred quid from their hungry corporate paws. I can't quite understand it, my last insurers were informed of a loss at around 6pm and I had a replacement handset by 9am the following morning.

3-4 working days goes by, it's the weekend. I hear nothing. I call them up again on the 20th December, go through the droning security questions for the 3rd time and explain I received no call. To cut a long story short, they told me the documents weren't in order and I'd need to send them again. JOKE! I opted for a different route this time, I sent them via fax, from my local T-mobile store. I unfortunately missed their call centre on this day as I didn't return home in time. So.. I called them the following day and was told that after Christmas I should receive a call.. Yeah, you guessed it. I didn't.

I call them again on the 28th - "The document is missing your signature" - "No it isn't" - "Yes it is" - "How is it? I signed it myself, the day I wrote everything out" - "Alright then, it's not missing your signature, but we can't read the bottom of it, which is where your signature should be". Oh right, so it's my fault that T-mobiles fax machine is flipping useless, is it? I Faxed it again, that day from my Girlfriends ward at work. Rang them again, that day. Everything is in order. Only now, this week have I had some reprieve from them. I should tomorrow be receiving my handset. So that's taken 34 days so far, and there's still no saying wether the handset will appear?

I also, still have no replacement sim card. Therefore T-mobile haven't even given me the means for them to supply service to me.

Many thanks, Orrin.

Since writing this, I have spoken to Fonesafe on the 4th, 6th, 10th, 12th, 14th & 17th of January. The phone call of the 17th was them confirming the completion of my claim and telling me that My handset would be with me within 48 hours. Guess what.. It's still not here.

I spoke to them on the 19th (Yesterday), 3 times. Once in the morning, to tell them where my 'safe place' was, once at 13:30, when RMSD stop delivering, stating that I still hadn't received it and it was unlikely that I would. I was told by the female representative that "they deliver 'til 8pm at night." Which is a complete pack of lies. Anyway, I waited until 17:30, called back and was told by a chap that the phone had actually only been despatched at noon that day and I would receive it tomorrow - Which is today. I've still not received my handset.

I just got off the phone to Fonesafe, I'm absolutely furious at the moment. I was told by a very, very helpful guy there called Craig that, the last visible record he had of my call was on the 17th and that there are no notes on the account saying that I'd called with queries or that the phone had been despatched at all. He gave me the number for Regenersis, who send out the REFURBISHED handsets, I've to call them tomorrow to see where we are up to.

I'm so glad I paid top whack for a phone, only to have it replaced by somebody's cast off.

So then, I'll call Regenersis in the AM, That's another 0844 number, which will only add to the already £48 bill I have racked up calling Fonesafe and T-mobile over the past month and a bit.