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Review of Lifestyle Services Group Mobile Phone Insurance

Submitted by Diana Assennato Botello
Review Added: 21/2/2012 - Visitor Rating: 0.00 (0 votes)

Review Categories:
Mobile Phone Insurance

Customer Review Comments:
In 2011 I purchased a brand new iPhone 4 32Gb from the Apple Store. I started paying for mobile insurance with Lifestyle Services Group as soon as I could. Having read the full contract and cleared all my doubts beforehand, so I felt secure about the deal.

After a couple of months my phone was stolen and I contacted them to require a replacement.

I later discovered that they sent me a older, refurbished model (from 2010), which quickly started presenting hardware problems. First, the proximity sensor stopped working (making every call cumbersome as I'm constantly putting people on hold with my ear). And then, after a couple more weeks the top lock button also stopped working (which is seriously killing the battery life).

Assuming the phone was still under warranty (which mine would have been), I took it to the Apple Store, and they gave me the unpleasant news that the phone was not only a 2010 model, but also registered under a different name and number.

When I calling Lifestyle Services Group the customer representative asked to pass this information forward and request a new phone, a really unprepared person told me that all the phones replaced are refurbished. I questioned him if that was specified in the contract, he said it was, and read out loud the clause number 4, page 8. It reads as follows:

4. "Replacement phones and accessories will come from available stock (which may be subject to change). In the event that the same model is not available or has been discontinued, the replacement will be of a similar specification and quality,as determined by us. We will contact you to confirm the phones that are available."

For starters, the iPhone 4 has not yet been discontinued, nor is it unavailable.

Furthermore, there is absolutely no mention in any part of the contract that the replaced phone would be (badly) refurbished. When asking to speak to the team leader, he gave me the same information, but adding this unbelievable answer: "The contract doesn't say the replacements are refurbished, but it doesn't say that they are new either." How about that?

It's a shame that Lifestyle Services Group works based on people's trust that they are signing a clear and honest contract with them. This is no longer a matter of goodwill, but of legal consequences.

Good Points: none
Bad Points: all the above
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Diana Assennato Botello and do not represent a positive or negative judgement by UK Insurance Index of the mobile phone insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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