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Sean Western

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Review of the Gadget Cover, Gadget Insurance:

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Worst company ever, complete waste of time, money and space

Seriously, have a look at all the reviews on the main review sites out there. Any positive review is about the sales process; try to find 1 single review that is positive about their claims service. I honestly cannot believe this company is up for an award, they should be up in front of the regulator with a view to remove their license for trading. I had a claim and was without a phone for around 22 days. I had made countless phone calls chasing this company for a replacement daily. I have never been spoken to so poorly by a company in my life. No empathy shown by anyone, a manager actually shouted at me, continually interrupted me when I was trying to speak and did not provide any service whatsoever - and he was a manager believe it or not!!! They constantly break their promises. I have been waiting for a call back from their complaints department for over a week (I was promised this would be within 3 working days – this was completely untrue). On Monday 26th Sep I was told a phone was in the post and would be with me on Wednesday or Thursday. As I had lost all faith in the company I rang them daily for an update. On Wednesday an agent gave me a tracking number to trace the delivery. I was trying this every hour and it was just saying not recognised (although Gadget cover said this was because it wasn’t scanned at their depo yet). Called back yesterday at 13:19 and spoke to another unhelpful agent who said I will chase the supplier for you, he phoned them and said they told him it would be 3-5 working days for delivery. Luckily I stayed on the phone and argued that I was promised on the Monday for a Weds / Thurs delivery. He really couldn’t care less and like a robot kept reiterating the 3-5 business days delivery time. After a while on the phone he said let me check something a moment then, to my utter disgust, he came back on the phone and, as cool as a cucumber, said 'it actually turns out they haven’t sent a phone as they don’t have your colour, would you like a white or gold one instead?'. I couldn’t believe it. After speaking to the most unhelpful manager ever I found out that my phone was being posted back from the repairer to Gadget Cover as they weren’t fixing it - the tracking number they provided was for this. Given my phone was out of stock (I was told by the agent the replacement was brand new BUT IT TURNS OUT THE REPLACEMENT PHONES ARE SECOND HAND) I asked the manager to upgrade my phone if mine was out of stock and he just outright refused (given that they are second hand then this probably would have been very little extra cost for them) its my opinion that the manager put boundaries in the way as he didn’t want to feel 'beaten' by me getting what I wanted. I asked him what happens next and he said he'd phone the supplier and see when it was likely a replacement would be sent, I asked does that mean he'll call me within an hour to let me know, he refused. I asked for a call back to see what was happening and he said he MIGHT call me within 24 hours. I asked to speak to his manager and he said it will be 24 hours, I’m still waiting. I asked to speak to the complaints department and he refused stating they will be in contact within 8 weeks!! I have sent emails to the 8 directors listed on companies house - no response and to their Managing director I had a token reply from their schemes manager stating that they 'were terribly sorry for the disappointment I feel' which to me is not an apology at all. I have submitted a complaint to the financial ombudsman service due to their refusal to acknowledge my complaint and their failure to reply to my complaint within regulatory timeframes. SERIOUSLY PEOPLE, PAY A LITTLE EXTRA OR YOU WILL BE EXTREMELY SORRY, LIKE ME, I PROMISE YOU Reviewed on: 27th October 2016

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