Cycler-anmeldelser

Hi Tristan, thank you for your feedback, which we take very seriously as the service that we provide to our Customers is very important to us - we exist to look after our Customers in their moment of need and as you'll see by our independent reviews, we really do care and are passionate about customer service. We can see that you registered a claim which was approved swiftly. We can also see that we've waited nearly a week since approval for you to post your device to us for repair. As you've advised us, your device was received by our repair centre on the 19th November at 5:11am. You did not need to insure your delivery at an extra cost, we did not ask you to do this, that's because you already have insurance with us and as such any loss would have been covered under your insurance. I've listened to the call between yourself and our Claims adjuster and you were advised that our repair centre would need to assess the damage and will report back to our Claims team who would be back in touch with you and that once we've received your device the whole repair/replacement process should take no longer than 5 days. This is slightly longer than usual owing to the Pandemic, which again, we advised you of. We're sorry you struggled to hear our Claims operator when you called, however, as you highlighted, we do have our team working from home and we are doing our very best to support our Customers. When listening back to the call recording, I found no occasions where the telephone line was an issue, so perhaps it was your signal and not ours. Either way, we've reported the feedback to our telephone provider. We've again been in touch with you today, left a voicemail and sent you an e-mail, repeating the timescales and again offering our details should you require any further support. Thanks, Team NextGen