First Problem, Lack of communication, my phone’s sim tray broke with my sim stuck inside. I was in the UK at the time and I sent it all the way to claim insurance. OneAssist website allowed me 250 characters to describe my damage and at the time, I made my reason as simple as possible with room for more explanation. I mentioned that I could explain more if need be and asked them to revert as I would be happy to explain the full nature of my situation, which they failed miserably at. They do not know how to talk to a customer and they do not know how to get in touch with one. Finally, they do not know how to face complex situations and they are excellent at leaving their customers hanging without a clear explanation.
Second, Lack of Courtesy, I had to constantly update myself by sending them emails to know of the stage of my claim, which was still at its infancy and I got useless responses like, ‘we’ve escalated the claim’, ‘we’re still waiting for confirmation’ and note, the claim took 3 months with no apology for making a customer wait without a phone this long. Eventually, a statement stating, that I broke my phone my mishandling was the reason they fed me, when I clearly mentioned the fact that “my tray was broken and sim stuck inside when I first removed it”.
Third, Lack of Time Sense, the company lacks this quality which is a key element for a company. They do not keep track of claims and how to efficiently settle them. They are very good at automatic responses but ask them a question and they clearly have no answers, which evidently indicates that they lack qualified representatives and some mighty wall clocks.
Fourth, Lack of Courtesy, they obviously do not know how to respond to customers or how to talk to them. No apologies for delays, no possible remedies offered, no compensation for a 3-month wait and the amount paid towards insurance sure does fly into the thin air.
Fifth, Lack of Responsibility, it’s been almost 4 months now and my phone is still unreturned. It is as though the customers must spell everything out for them and only when they see our email they realise that the task should be done.