I am extremely disappointed with the service I have received from Tech Pack. I lost my phone on the 3rd of October (a Friday) and submitted a claim straight away. I was then asked to provide documentation, which I promptly obtained from my network provider and submitted. I was told the review would take two days.

After waiting, I was suddenly asked for different documentation, which would take another two days to review. Then, to make matters worse, the original documentation I was first asked for was rejected entirely. I was then told to provide the original email chain for both pieces of documentation, which I did. One was accepted, and the other was rejected again — with no clear explanation as to why.

When I called customer services, they admitted they had no idea why one document had been accepted and the other rejected. I was told it would have to go back to the validation team and that I’d need to wait yet another two days.

To add to the saga, 48 hours after the Proof of Usage was rejected (falsely), I found out that the agent I spoke to on Monday never actually forwarded my email to the validations team as he said he would. I spoke to two more agents today, who assured me I would receive a response by 5:30 p.m. When that time came and went with no update, I called again — only to be told that the agents hadn’t done what they promised. The person I spoke to then said he would forward my email to validations and escalations, which would take another 48 hours. When I insisted on speaking to a manager, I was told it would now be “fast-tracked,” meaning yet another 24 hours.

This entire experience has been nothing short of abysmal. I have been a Tech Pack customer for over eight years and have only ever made one previous claim for accidental damage. It now feels like they are deliberately dragging things out and finding excuses not to fulfil a legitimate claim.

It has been well over ten days since I lost my phone, and I am still without a replacement. The service is completely unacceptable. Shambles of a company — avoid like the plague.

Update to reply: Hi Anne Marie, just to let you know I replied to your request for information around two hours ago.

Update to Anne Marie 2: Hi Anne Marie,

It seems the incompetence at Tech Pack continues. I sent in the full email trail on 9 October, which your agents confirmed receipt of on Monday 13 October. I was assured at that time it had been a mistake and would be resent to validations, with a response expected within 48 hours — by 15 October.

When I did not receive any response, I spoke to three agents yesterday, including Nicole and Tiffany, who both confirmed I would receive an update by 17:30. This did not happen. When I called again at 17:30, the agent I spoke to said he had resent the email to validations, as the agent on Monday had apparently failed to do so.

For clarity, the claim number was included in the email body, so please do not ask again for information that was already provided seven days ago.

Update 3: Do you think it is appropriate that after providing all the information requested for validations and waiting five business days, I am now being asked to wait a further 48 hours for a call back?

The agent I spoke to on Monday advised that validations had not received the email, and the same was said by the agent I spoke to yesterday. How are key documents repeatedly being missed when I have already sent everything that was requested?