Optus Insurance Wargh
One of the most inefficient processes I've encountered in a while.
To elaborate, my iPhone stopped charging a couple of weeks ago, so I went into the store on Friday 31 July, stood around for 20 minutes then was told to call the insurance line to get a claim number. Did so and they took my phone and told me it'd take 5-10 working days to get repaired, sent out, all that jazz, and that I'd be contacted when they needed money for things (because Optus Insurance doesn't have access to the regular Optus billing facilities, that'd just be silly).
Until today I had heard nothing from them, and it'd been more than 10 working days, so I call them. They inform me that after 10 working days they have 'assessed' my phone as requiring replacement, and that they've sent a letter on Friday asking me to send them back a cheque, but that I could also pay by credit card in any number of means.
They sent a fucking snail mail letter. Instead of calling me on the contact number I specifically gave them, or emailing me using the email Optus already has for me. They sent a fucking letter which takes days to arrive at my house, asking me to mail back a cheque, which takes days to reach them.
I then give my credit card details to the operator to pay the $50 excess and she lets me know that a new phone will be available at the store for collection in "about 12 working days". I just called the store, they have my exact model phone in stock, but there's apparently something special about the new phones insurance sends out so I now have to wait until 2 September and I *might* be able to ditch this nokia brick for the phone Optus are still charging me extra in handset fees for.
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