I do not mean to hurt the trust of people in these three brands; I just want to share this experience.
My iPhone got wet in the beach, and its internal parts got ruined by that. It was on Oct 12 when that happened. I called up Globe about my Insurance that I enrolled in. They call it Globe Gadget Care Program which they boasted about its quick replacement of your phone in case of damage, theft, and other cases enumerated in their conditions. So when I called Globe’s customer service, which has a very lengthy audio menu by the way, I was gladly entertained by one of their CSR’s, but she just gave me the number of Ace Insurance. She told me that it is not in their responsibility anymore, and that I am enrolled in Ace Insurance.
So I called up Ace Insurance and finished my form. I paid my participation fee of 7,500 (that’s aside from my Php399 monthly dues) on Oct 17, and called up Ace asking them for lead time. I asked the CSR of Ace to be frank about it because when I there was a time when I went to Globe to replace my defective phone, they told me that they will replace it within 2 weeks but took them 4-5 weeks. She told me that it would take roughly a month. Well, I never tried bringing up the point that the Gadget Care Program should be quickly replacing my handset with the hope that that long lead time would give them ample amount of time to do their jobs.
After 1 month, I called up Ace Insurance. I was following up my phone replacement since I haven’t received any communication from them. But the CSR told me that they’re not the one I should be following up, but Aikontech Corporation. I was astonished by that because at the first place, they are supposedly the insurance agency and it should on top of consumer claims. Second, they never told me about ‘Aikontech’ as another entity to follow up. All I knew was Globe was irresponsible enough to throw me to their insurance partner, and that insurance partner should be replacing my phone.
5th week – I called Aikontech everyday, nobody was answering. I emailed aikontech, but nobody replied.
6th week – I called Aikontech everyday, nobody was answering. I emailed aikontech, but nobody replied.
7th week – Finally, somebody answered me. She said that they are sorry for the delay because of short stocks of iPhone (which I could have understand if it was just communicated earlier). She said that they will be replacing my iPhone with a 5S. It somehow lessened my agitation to them. She told me that the stocks would arrive on Tue or Wed next week, and they would send it through courier so I can receive it the next day.
8th week – I called them thrice everyday but nobody was answering my phone call to their 2 lines, and 2 cellphone numbers. I wanted to ask the delivery of phone replacement. And out of desperation, I just wanted to know when would be the exact date after they really deliver it. But nobody was answering. All Ace Insurance can do is to follow through my email to Aikontech.
To Globe, next time, don’t make claims that you cannot commit to.
To Ace Insurance, you should always be on top of the things you do. As as insurance company, I, as a normal consumer without full knowledge how a phone insurance company works, should always be knowledgeable of your purpose: to be a phone insurance.
To Aikontech, you better close your business.
Again, I am not mad. I am just a concerned consumer.
And until now, I haven’t got my phone yet.
Update: Got my phone on Dec 11.