Sorry just need to let off steam about the appalling service, or should I say lack of service, I have received from 02 when trying to replace a lost business contract iPhone under their insurance. I first tried to report it nearly two weeks ago. Unfortunately because this was about the time of launch of the iPhone 4, all their lines went down and I couldnt get through to the insurance team. Customer services promised the insurance team would call me, but this never happened. I registered the loss online. And then had to call back a further 14 times before I could get through to make an insurance claim. Initially I was told they were out of my make of iPhone, so although I had a valid claim, they couldn't process it. After being passed back and forth between departments and spending three hours on the phone, I was then told I would get the phone by the end of last week and they would text me on our other business iphone the day before to let me know it was being delivered. When the phone hadn't arrived by yesterday, I called again - waiting over 40 minutes to get through to be told they had sent the phone out to me, but they put the wrong name on the order. This meant when the post office tried to deliver it to us, because they asked us to sign for a parcel in the name of someone we hadn't heard of, (and they hadn't sent the promised text to say the phone was being delivered) we indicated there must be an error and they took the phone back. 02 told us to contact the post office and arrange to go and collect the phone from the depot with two forms of ID. They said if we couldnt arrange this, it would be a further 21 days before we could get the phone redelivered. When I went to the Post Office this morning, they told me this was incorrect and the parcel was automatically returned to 02 yesterday! I cant believe 02 think it's acceptable to make a business customer wait over a month for a phone, which under the terms of their insurance (if they have them in stock, which they have had since last week), they should deliver within 24 hours. I have just spoken to their fulfillment team who handle distribution, who say that this happens quite often and that the insurance team, can organise for me to be sent out a replacement phone within 24 hours. I am now waiting to speak to a supervisor in the insurance team (have been waiting 35 minutes so far) as the insurance people are telling me this isn't possible. I have also put in two complaints and written to the CE, all with no response. Lesson learnt. When my contract comes up for renewal I certainly won't be using 02.