This is a review regarding to a friend problem with a claim but because he is very low english i was the one who tried to speak with this company.
So let me start with the chronological facts :
1 on 24 august my friend got into EE store because his s6 edge screen got broken. The person from there told him to call the insurance department from their landline. He got in touch with a person who told him that the phone will be tried to be repaired and if is not possible it will be replaced. She also told him it will cost 67£ as excess.
2. The next event is on 10 September when he got a package from them , and because he was not home he picked up the package from RM depot and he was give a signature for it.
3. On 11 september(the date of pick up) he open the pachage and inside he found:
-a s4 mini used without a battery or cables ,
-a prepaid envelope
Please bear in mind that the person he is very low english and he didint read the letter. In his mind he tough that the prepaid envelope is for sending his broken S6 edge and the s4 mini is something like a temporary replacement.
4.- On 14 September he put his broken S6 and also the s4 mini because he had a spare phone and anyway what he can do with a phone w/o battery and so on.
5- somewhere around 20 september his account is being debited by 700£ by the insurance..he run fast to the bank he call a fraud because he didint know for what it is and also try to cancel the direct debit for the insurance ..but apparently he cannot unless he delete the whole DD including EE because the insurance is incorporated with the EE contract and he agree.
Now here is where i enter in the scenario and after he told me this facts i ask him to show me the letter from 11 september. And here it is what the letter was telling: That they send on 25 August a S6 edge replacement and my friend sent this s4 mini to them . Because the s4 mini wasint the phone in the contract , they sent it back to him along with the prepaid envelope to send the s6 broken and in the mean time they will charge his account with the value of the replacement phone.
Now the first time i was think...maybe they mess somehow the claim with somebody else because my friend he did not receive a replacement and he did NOT send something until 14 September.
So i go with him to EE store i speak with the manager ...he got the ideea but he tell me he cant do nothing and i need to call the insurance department.
I get the 1st call and tryng to explain the facts but the operator is continuing to say to me that they received only the s4 mini back and i need to send the S6 broken(bear in mind that was sent on 14 september along with the s4 mini in the prepaid bag). At this point i ask a tracking number for the 25 August replacement but they are unable to give me that , because in the system is only written a number and the delivery made by uk mail , but when i go to their website and put the number is not working. They give me the second tracking number for the 11 September package which was sent with RM signed for which was correct and indeed my friend picked up.At this point the call dropped.
Second day again im spending around 1 hour with them and i ask again that they give me a tracking number for the 25 August replacement ... The operator is telling me that "WE CANT GIVE YOU THAT .WE DONT HAVE THE RIGHT TO GIVE YOU THAT" . At this point i ask "With who i need to speak to get that?" . The operator is telling me that he dont know. In the mean time he speak with some equipment department and ask me to send a scan after the driver liceense so they can compare the signature with the signature they have on the delivery from 25 august wich aparently is top secret to me.
I send the scan to the email he told me and the second day i got a replay telling me to get in contact with EE CS. I ring and the operator again didint know about that . At this point i ask to speak with a manager and i also request that the IMEI nr of the broken S6 edge and also the imei of the supposed replacement to be BLACKLISTED because definitely someone else is using the phones. I also told them this is the last time when i call and the next step is the legal one.Now she ask me to contact RM because in the prepaid envelope from 14 September they only got the S4 mini.Im telling her that is impossible because the label of postage was buyed by her company and the logistic department should have the label number and also they can contact RM to see the weight of the bag when it was posted , and also RM will not speak with me because im not the buyer of the postage. The operator ask me a telephone number where i can be contacted. Of course i give my tel number as my friend is unable to get a dialogue to the end. Please bear in mind that my friend authorized me completely to speak in his name.
Next day i get a call from lifestylegroup and the lady start to ask security questions and telling me that she will do an investigation. At this point i give her all she needs and here i make a mistake because im not telling her(i was busy and forghout to do that) that i am someone else acting in the person name. She ask me for the copy because they didint got it. I tell her how come when someone replayed to my email. I send again to another email adrees she is telling me that she got it and will take 72 h. At this point i tell her that im not the named and i think someone is committing fraud inside by making apear that s4 mini was sent by my friend. Now she start screaming and telling me that i committed fraud by crossing the privacy act. Im saying nicely to her that i am fully authorized by the named and also fraud is when you use the details of someone to obtain something. In my case i provide her elements to help her investigating and the only thing i want to obtain is JUSTICE. Or justice and fraud are opposite things. She ask that i take the named and go into EE store so they can see the identity.
- THE TRACKING NUMBER FOR A 700£ HANDSET IT IS TOP SECRET FROM THE CUSTOMER BUT THE TRACKING NUMBER FOR THE S4 MINI USED IS AVAILABLE-and lets be honest the 25 august tracking number DO NOT EXIST;
- THE LETTER FROM 11 SEPTEMBER PACKAGE DO NOT HAVE ANY DATE AND ANY NUMBER ON IT WHEN EVERY COMPANY USE A CRM SOFTWARE SO EVERY LETTER IS NUMBERED AND CAN BE FIND OUT BY WHO AND WHEN WAS RELEASED;
- WHO SENT THAT S4 MINI IF THE NAMED NEVER SENT THEM SOMETHING TILL 14 SEPTEMBER;
-WHERE IS HIS BROKEN S6 HANDSET ?
In this moment my friend is out of 1400£ totally because the replacement never come and also they are claming that they got only the s4 mini back , anyway ombudsman was already contacted about this and even if it will take time at least my friend will get justice
They key to this mystery is the 25 August tracking number wich will show either that is not his signature either the delivery was never made and me myself i really believe this is a diabolic plan to cut loses .
I also make a call to every one who experienced the same problem DO NOT LET THEM GO . MAKE A REPORT because it will counts and i truly believe that they are a lot of same case out there and that someone in charge for consumer acts should take action against this company who suck billions from uk citizen pockets every month but their services are extremely low.
sent my phone off as it had a smashed screen, they sent it back repaired but with a faulty screen. sent it back off, they sent it back again still not working. phone would open up various apps and not respond to my touch. paid £50 for this and £8 postage. ended up taking it to apple and paying £80 who confirmed the screen was faulty. LSG said they cannot give me my money back and i should have sent it back for a 3rd time! i've lost complete confidence by that point! if i do not get a refund i will be reporting to trading standards. if they cannot fix a screen they should not offer the service! £10 a month insurance, £50 excess. complete rip off!
Used them for an Ipad Air 2 screen repair via barclays insurance and was terrified I'd receive back a bodged screen repair reading the reviews.
Apple repair quote cost was a massive ripoff £306, and for £50 excess and postage, I got a perfect screen repair back in less than 5 days.
I mean... ABSOLUTELY PERFECT.. No glue marks or defects, as good as new.
Phone through Halifax insurance. Sent to lsg at my cost (£8). Returned within 3 days as a brand new handset instead of repair (identical model and colour). This is the 2nd time I have used them and both times I received a brand new phone. Would highly recommend
I dropped and smashed my Sony z1 Xperia. Which to be honest was getting in a but anyway. It had numerous chips and the flaps were a bit loose plus the power button was starting to play up. I have a Halifax ultimate reward account which covers me for phone repair. I had to post my phone to lsg which cos me 8 pounds to send recorded and covering full phone value. Lsg replaced my phone with a brand new (plastic still on) handset which arrived within 3 days of me sending it. I sent mines in the original box. This was not returned however. A plain black box was sent instead. Well packaged. I had no communication at all though. Just an email to say a parcel was being delivered. Anyway great service all in. Fast and I am happy with new phone. Don't worry too much about all the negative reviews
Sent my Sony Xperia z in for a repair as part of my Lloyd''s Silver account benefits package after it wouldn''t turn on from possible liquid damage. After waiting nearly 2 weeks to process and "repair" my phone i got back a phone which certainly wasn''t the one i sent them. Badly damaged case, badly scratched screen and filthy ports, i''d looked after mine and given it a good clean before sending it in. I tried telling them the phone wasn''t mine and that the serial number on the phone didn''t match the number on the box the phone came in but they insisted it would be different because they had changed the motherboard, which has absolutely nothing to do with the serial number found on the case... Finally agreed to a repair at no extra cost but its going to take another week. Nearly three weeks without a phone and a massive headache, i''ll be avoiding LSG at all costs in the future!
I have the Halifax mobile phone insurance. When I tried to make my claim online it wouldn't let me carry on without an exact address of where the phone was damaged - which happened at my friend's friend. I requested the claim forms which arrived quite fast.
I called them to check what I can expect, before I make a claim, they advised me that as my phone was WATER DAMAGED they would REPLACE it with the same type or another phone at the current market value.
I could not find the market value so I called them again, they were not able to answer and someone reassured me that they have the same phones in stock that I could have since my phone cannot be repaired, but they WON'T BE THERE FOR LONG. They persuaded me to complete my claim over the phone and pay straight away so I can't change my mind.
I asked them if I can bring the phone myself to save money, as they are not far from my house but I had to post it.
After more than a week of waiting for new paperwork I decided to send it as it was, with a note that my claim has been processed and paid over the phone and I was promised a replacement.
I posted this on Friday and had it back on Tuesday - my original water damaged phone with only the screen replaced!!!!
I am now charging it to be able to turn it on to see how well it does (or may I say doesn't) work ;(((
I am planning to appeal my claim, wish me luck.
I was having a lot of trouble with the battery life on my iPhone 5. 100% wasn't lasting for more than 2 hours and it would just randomly turn off when it felt like it. Then I dropped it and shattered the screen - had no choice but to make a claim. On reading the reviews everywhere I must admit I didn't hold out much hope of a successful outcome. I posted the claim form off on the Monday, by the Wednesday I had an email accepting my claim and by the Friday morning I had a brand new phone in my hand. Only downside is that my phone was white and the replacement is black ....... Having said that, it works so I couldn't care less what colour it is!! I really can't fault the process but it would appear from all the other reviews that I'm in the minority.
So my brother's phone was water damaged accidentally so he sent it off about 3 weeks ago, after couple of weeks.. they sent a phone back but it was the wrong phone!He sent his Sony Xperia S White which costs around £250-300 and they sent back an Sony ERICSSON Arc S which is a completely different phone and it's 2 years older than Xperia S. I rang them up and they kept saying that they've sent the right phone but at the moment all my brother's got is this shitty Arc S.. + Sony abandoned Ericsson while back!. It also says in the delivery letter "Sony Ericsson Arc S" NOT "Sony Xperia S!!" and they still won't admit they've sent the right phone. Nothing is being sorted and they keep saying they'll phone you back but they wont.! WORST INSURANCE COMPANY I'VE EVER KNOWN.
I dropped my nexus 4 and cracked the screen, phoned them up all good, waited 4 days for the paper work. Send the phone off straight away, got it back within 7 days, great I thought until I came to charge it and now won't charge. Phoned them back up and yet again waited 3 days for the paperwork to come through, sent it off yet again. Finger's crossed it comes back fully working this time.
Got a message my phone was being replaced and the exact delivery date and time. So this morning, I let my replacement phone go and awaited my device. It arrived at the exact time to my delight, only for that to turn into despair on opening the package. They have sent me the wrong colour handset back.
I have phoned them and they say they do no cover cosmetics.
I've advised them I covered my IMEI number, which gives the colour etc, so do not want to send a phone for repair and be sent a different colour.
Now im left with no phone at all.
Apparently all the managers are too busy to discuss this with me.
Well if they have not phoned me back in the next hour, I'll visit my local Lloyds TSB and stand on the door ridiculing it.
Absolutely pathetic, do not get a gold account for the sake of mobile phone insurance with Lifestyle, it's a scam.
Hi I have a samsung galaxy s3 approx 3-4 month old in mint condition till I dropped and cracked screen. Posted to them on 22/4/13 got it back today 26/4/13 which I thought brilliant very fast, opened up the phone has scratch marks over the screen and the silver trim is all chip/scrape marks all way round it, called them and got abuse from them saying we only use refurbished/new parts, I said this is not acceptable is there not any quality control after repair they said what you moaning about your phone works now. I would recommend anybody if you decide to use these folk take pictures of your mobile so they can't say it was like this when it went in. And I have to wait on them sending out a pack to resend it prob get phone back in 7 days hopefully.
I read so many bad reviews about LSG and was worried when i had to make a claim through them. I dropped my Samsung S3 on 7/04/2013 and cracked the screen. Went on Halifax online straight away and made my claim online. Printed my forms and sent phone away to repair centre 8/04/13. Claim got accepted on 10/04/2013. Repaired phone got sent back to me on the 12/04/13. Very pleased with the service. In total, it only took 5 days for them to acknowledge, accepted my claim and repaired my phone!
i seen alot of bad reviews but i was thinking i was going to get fobbed off but i didntwhen i made a claim because i dropped my samsung s3 and damaged screen 2days later i gotaccepeted for it to be repaired and it got repaired within 4days and it took another 3days till I got it backonly downside i wasnt happy with was i had to pay myself to have the claim form sent and mobile sent to a different address so i ended up paying twice and £30 excess on top aswell but end of the day least itsaved me paying out £160 to have it repaired at a shopso this to me is a good insurance company but depending what as happened to your mobile that makes them accept or refuse
Lost my iPhone 4S a month ago, and wen reported to LSG, they said they will send me iPhone 4S within 48 hours, 3 days later I receive a delivery, not for an iPhone, but instead they decide to send me a blackberry bold.
When called them, they said sorry they accident entry sent blackberry. Being self employed all my contacts are on iTunes, and could not get hold of them. Anyway LSG said to send back blackberry and then they will send an iPhone, but they said they cannot guarantee it will be a iPhone white. Why can't they guarantee that, surely they should replace exactly what is lost and what I originally paid for.
A couple of weeks later I get my iPhone white, but now only to realise that the phones speaker does not wrk. People are trying to get hold of me, to do their jobs and the stupid speaker does not work. Phoned LSG, no apology or anything, they send to send it back, and they will replace it. A month has gone by and no apology for all the inconvenience caused, written to them several times, and no reply. We pay insurance every month, but the service we get from them is very poor. Will have to stop my insurance with such a terrible insurance company.
I have sent the phone back, and now waiting to see what they do, if they send me another phone that does not work, or offer me something better. Do not get insurance with LSG, very poor services they provide,