Customer Service/Insurance/Bouygues Telecom
Solved
tatoum85
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Siro -
Siro -
Hello,
I have a mobile phone that is a year and a half old with Bouygues Telecom. It has gone in twice under the manufacturer's warranty (within the first 12 months) for the same problem, and three additional times after the 12 months, but through my insurance (Tranquil Assur, which Bouygues offers), still for the same issue. It turns out that today, it is still not repaired.
The 4th time it broke down, I called my insurance, which told me to process the repair under the same number as the last repair (the 3rd one) because we were within the 3-month period. But the agency misaddressed my phone, so it came back unrepaired to the agency. I didn't know this, but since it wasn't working, I had it sent back the next day. The agency didn't know anything either (supposedly). And yet, a month and a half later (we are far from the 2 or 3 weeks of repair that Bouygues' customer service guarantees!), I go to pick up my phone and there, SURPRISE. I learn that my phone is not repaired; the last time it wasn't either, because supposedly I refused a quote and in addition, I have to pay fees.
So this is my problem, I have never refused a quote, I have a phone that is not repaired, and no agency wants to take it for repair either. After calling the insurance, I learned that they refused the quote because the 3-month period had passed the 4th time. And in fact, it turns out that it was the agency itself that made a mistake when they sent my phone to the repair service, so it got lost and arrived too late at the right service.
And for the 5th time, since it was refused the 4th time, it was also refused this time.
So I pay for insurance for nothing, I spend hours on the phone between the different services that are passing the buck, and in the meantime, despite my dissatisfaction and annoyance, neither the insurance nor the manufacturer's customer service nor Bouygues Telecom's customer service is taking any action.
Can I assert any right that would compel them to replace my phone with a new one?
I'm not sure if I was very clear, it is indeed quite difficult to summarize the situation in a few lines.
Thanks in advance to those who will respond.
I have a mobile phone that is a year and a half old with Bouygues Telecom. It has gone in twice under the manufacturer's warranty (within the first 12 months) for the same problem, and three additional times after the 12 months, but through my insurance (Tranquil Assur, which Bouygues offers), still for the same issue. It turns out that today, it is still not repaired.
The 4th time it broke down, I called my insurance, which told me to process the repair under the same number as the last repair (the 3rd one) because we were within the 3-month period. But the agency misaddressed my phone, so it came back unrepaired to the agency. I didn't know this, but since it wasn't working, I had it sent back the next day. The agency didn't know anything either (supposedly). And yet, a month and a half later (we are far from the 2 or 3 weeks of repair that Bouygues' customer service guarantees!), I go to pick up my phone and there, SURPRISE. I learn that my phone is not repaired; the last time it wasn't either, because supposedly I refused a quote and in addition, I have to pay fees.
So this is my problem, I have never refused a quote, I have a phone that is not repaired, and no agency wants to take it for repair either. After calling the insurance, I learned that they refused the quote because the 3-month period had passed the 4th time. And in fact, it turns out that it was the agency itself that made a mistake when they sent my phone to the repair service, so it got lost and arrived too late at the right service.
And for the 5th time, since it was refused the 4th time, it was also refused this time.
So I pay for insurance for nothing, I spend hours on the phone between the different services that are passing the buck, and in the meantime, despite my dissatisfaction and annoyance, neither the insurance nor the manufacturer's customer service nor Bouygues Telecom's customer service is taking any action.
Can I assert any right that would compel them to replace my phone with a new one?
I'm not sure if I was very clear, it is indeed quite difficult to summarize the situation in a few lines.
Thanks in advance to those who will respond.
15 réponses
I worked for 2 years at Bouygues Telecom and I can tell you that Gras Savoye is doing a poor job of promoting Bouygues. A little advice if you want to be taken care of quickly: the mobile is replaced in case of accidental screen damage, theft, or oxidation (so not for breakdowns like a black screen, that's under the manufacturer's warranty). So avoid telling the insurance that you dropped your mobile but rather that someone bumped into you and the mobile fell, and then it's under warranty and refunded. Claims for theft (a declaration against an unknown person at the police station) are much faster than claims for damage or oxidation. If you still want to report a breakage, when filing the claim with the insurance, ask them to send you the diagnosis form by FAX (at a Bouygues store if you don’t have it). Send the Gras Savoye questionnaire by FAX, then send your mobile with the diagnosis form you received by FAX to a store. After that, Bouygues Telecom is obliged to lend you a replacement mobile, and that's it: waiting time before receiving the mobile is 3 weeks. Don't hesitate to ask a sales advisor to follow up with the insurance by phone, this can help speed up the process. That's it, happy new year 2009 to everyone!
I was pickpocketed: I was getting out of the subway, I had my earbuds in and my phone was playing music, suddenly the music stopped, I thought I had pulled out my earbuds, I looked, and my phone was no longer in my jacket pocket. Is this theft covered by the insurance?
Thank you in advance.