Carphone Warehouse Mobile Phone Insurance

I had a nightmare from start to finish with the HSBC Carphone Warehouse insurance, the couldn’t find my address on 2 separate days and told me my find iPhone feature was turn on, spent over a week trying to sort it out the even sent the phone back to for me to take to apple only to find out they gave the wrong IMEI number in the beginning so frustrating, no manger available from the complaints team said would call in 72 hours and no call they confirmed the number to call me on them man told me they were calling me on the phone that was being repaireds number even though I gave them the alternative number lots of times, how stupid and now still no manger has sorted this out never use there insurance, have raised a complaint with hsbc directly against the Carphone Warehouse and they seemed much more helpful

same here I was mis sold insurance and geek squad are refusing to give me an refund of £14.99 and I haven't received no funds for over 1 week know and I have been at work because this issue has give me so much stress related issues within regards to the company

Don't use this company my phone stopped working after a month geek squad sent it for repair I received an email nearly a month later saying it couldn't be repaired and they were sending it back to the store. When I got the phone back I couldn't use t as they had locked me out of. They told me to contact Google and get it unlocked the give it back to them to send off for repair. I decided to contact Sony uk who collected my phone from the house it was delivered back in 5 days unlocked and repaired they told me geek squads repair centre had locked me out of my phone trying to get into it. I had the phone stolen last week in work whilst making a delivery I contacted geek squad to make an insurance claim only to be told they probably wouldn't cover the theft as the van was unlocked even though I was at the side door. They said someone would phone me within 72 hours with a decision. I have since had a phone call from the police saying my phone had been recovered with the contents of a burglary and would be returned to me. I recieved a letter from geek squad 6 days later saying they would not cover the theft as the van was unlocked but I could appeal the decision if I wanted to. I have since cancelled the policy and if my phone needs repairing again it skill straight to Sony to be fixed properly. This company is a joke staff are not trained and the repair centre is as bad as the customer service. Avoid at all costs. My phone is a Sony Xperia z5. If anyone has Sony products send them to Sony to be repaired don't let geek squad touch them.

ABSOLUTELY FUMING!!!!!

I have had my present mobile-a Samsung Galaxy 4-for almost 2 years contract from our local Carphone Warehouse. I have been ill from around 2005 suffering severely with post-natal depression after the birth of my son in August of that year made even worse after learning my mum was diagnosed with Motor Neurone Disease (MND) 2 month later in October-the reason that I'm sharing this information will become apparent as I explain.

I have recently had some fraudulent activity in my bank statements (thankfully-cleared now!) prompting me to thoroughly check ALL my statements going back as far as 7 years ago-what a shock I got!!! I know that I haven't been as vigilant as maybe I should have been-depression is a HORRIBLE condition that can make ones approach to life somewhat apathetic and somewhat careless. I noticed that every month for almost 2 years, £14.99 has been deducted from my account courtesy of Carphone Warehouse! I can almost hear people saying "How could I not notice after all that time?" but I TRULY didn't know and didn't know what it was for either. I lost my mum to MND in 2008, broke up from an abusive relationship, lost various other members of my family and just generally pushed further deeper into my illness for which I now take medication-I share this because, although not at all well-off, I simply wasn't aware that this money was coming out because I lost interest in checking my account-and to be honest-the only reason I became aware is because the bank informed me of some unexpected activity on my account AND the last £14.99 Carphone Warehouse took out left me overdrawn!

I do not go out often because of anxiety attacks but, along with the help of my cousin, I actually visited my local Carphone Warehouse and was informed that it was for insurance and I could cancel any time because it wasn't a contract. I NEVER asked for insurance for the phone because I already have it with my home insurance so why would I pay for something I didn't need nor had asked for-I wanted a reimbursement. When I put this to them, I was told that it was for 'Geek Squad'-I haven't a clue what this was-still don't really-and, rather patronisingly, was told that "all the banks are using it these days, of course you've heard of it" Well, guess what, I hadn't!!! I was also told that I couldn't have refund-I just had to cancel my direct debit with the bank! He then asked me, rather rudely, how I had not missed the payments over such a lengthy period because, not only had I been paying for this 'Geek Squad' since my contract began, but on and off, using this service since 2006!!!!!! I explained that I hadn't been well since 2005 and been in and out of hospital and obviously had mis-understood something! It fell deaf ears-as well as a rude manner!

I was told, rather sternly, that I MUST have been told about the insurance/and or 'Geek Squad' to which I kept on repeating that I would have said a I didn't need insurance because I'd already got cover and as for being told about 'Geek Squad', I would have immediately asked what that was! I'm 54 and not very 'techy' and although I suffer from depression-I'm not stupid and being told repeatedly I must have been informed of something I know for CERTAIN I wasn't was embarrassing and humiliating-two of the traits I already feel due to my illness!!!!

I feel cheated- as well as out of pocket! I am going to try to get a full refund but I don't know if I'll succeed and while I appreciate my illness is not the fault of Carphone Warehouse, I feel they treated me with complete disdain-I felt like a child being told off by a teacher!!! I will NOT be using Carphone Warehouse again!

I got an iPhone 6 plus 16gb from carphone warehouse around may/june, and purchased the geeksquad insurance there and then, which was a wopping £15 by the way, i recently smashed my phone and went to the store to make a claim, only to find out my insurance had been cancelled due to their being "insufficent funds" in my bank, with no written letter or phonecall to warn me, the member of staff from carphone warehouse then called geeksquad to resolve the issue. The person on the other end of the phone was nothing but arrogant and adamant there was nothing they can do, absolute joke ive been without my phone for a week because of this, do not recommend ANYONE to go with them. If i had known there was a possibility this could happen when i purchased the insurance i would have went elsewhere.

My original phone was broken so my dad sent it off for repair as he is the account holder, the replacement phone that was sent broke after a day of receiving it so I took it into car phone warehouse to replace it, I was told that it would have to be sent in from geek squad because it was off my insurance. I was told it would take 48-72 hours for the new phone to be delivered which was fine. I went in 3 days later and was told my phone would be in the next day, I went in two days later to find out that geek squad weren't sending a new phone in and didn't contact carphone warehouse to tell them, leaving me 5 days without a phone and no clue when I would be getting a new one. I was then given a phone by carphone warehouse as my replacement. I rang up geek squad to make a complaint about the service I had recieved, the man on the phone was very rude and patronising after I told him the phone was in my dads name instead of mine, I was spoken to as if I was a child because the phone wasn't in my name as when I got the phone I was under 18. He then proceeded to tell me 'his side or the story'. I didn't want to make a formal complaint I wanted them to be aware of the mistakes made so that it doesn't happen to anyone else especially after paying £60 for the repair and not using any of my data, texts or calls for almost a week but still getting charged. I didn't want to make a horrible complaint I simply wanted to make them aware of what had happened so that they can stop it from happening again but was spoken to very horribly which now makes me think twice about using geek squad again.

It is with a heavy heart that I must add to the swelling ranks of dissatisfied Carphone warehouse customers. Mine is a sorry yet oh so familiar tale of rudeness and incompetence by the customer care department. . I have become embroiled in this David and Goliath story by Nat West . I have phone insurance via Nat West. I can only wonder at their wisdom in selecting Carphone Warehouse as an intermediary

I can't begin to bore you with the depths of their arrogance and incompetence. I will simply give you a snapshot I logged a claim for accidental damage to an iPhone. It was accepted and I paid for the excess only to be rung an hour later to say it hadn't gone through I was told they were having problems but they later denied this . I was told to ring my bank and sort it out. My bank were confused. They had paid the card payment and didn't know what to suggest. I have been on the phone for three hours with them . Apparently the money is on its way back but they wanted me to pay again and were surprised when I appeared hesitant. The staff were curt to the point of rude and when I asked to be put through to a manager he was far worse. I can only say interpersonal skills are not part of his skill repertoire. It goes on with me getting nowhere and having escalated the complaint and being promised to be contacted within 24 hours I heard nothing. I rang them and was told it could take up to eight weeks to investigate

What an incompetent and amateurish outfit !! Avoid dealing with them at all costs

I had my phone (Samsung Galaxy S4) stolen whilst on holiday. I reported this to the local police and got a police report. I immediately reported it to the network provider also. On my return home I went to the Carphone Warehouse to ask about a replacement phone. After a 30 minute wait I got to speak to a 'Geek' - who was actually an ignorant kid with absolutely no personality, no interpersonal skills and not too bright - perfect, just what I need :-/

I asked if, instead of a replacement phone I could take the monetary value of the phone and put maybe £300 or £400 to it to upgrade as my Samsung was a couple of years old. The answer was 'computer says noooooo!' The computer says only another same model could be issued. It isn't a next day service either as advertised, it took 3 days. So the upshot of all of this is that I have been paying £11.99 every month for 3 years. I was charged a £60 excess when submitting a claim and the replacement handset they supplied was second hand.

If you want this type of service - fill your boots. Otherwise, please look elsewhere, check the reviews of other companies before purchasing insurance. It may be better to consider house insurance (may be higher excess, possibly lose ncb also) or a company who would issue you the value of the replacement handset as this would allow you to upgrade as I wanted to.

This is my experience - your mileage may vary.

I am cancelling my insurance (if you could call it that) forthwith. Take care.

Had my phone stolen, went straight into the store, blocked the old phone and walked out with a new one... All in all was a 2 hour turn around, and they even managed to restore my contacts and photos! Fantastic service and worth every penny :)

Terrible with phones so gave into pressures of taking out the insurance when I had a new contract.

Dropped phone and smashed the screen.

Walked into car phone warehouse store and said can you fix this, he looked up my details took my phone removed sim card said they didn't have the same colour but if I wanted a different colour I could have it that day. I said I didn't mind, he fetched me a brand new phone out the back.. (I did have to pay the 60 excess which I think Is a little steep after paying 14.99 a month but hey I got a brand new phone)

Whole process took literally 10 mins