DevicEnsure

Easy to make claim, just takes a while – I can see a lot of negative reviews however I wanted to write about my experiences. I have made a claim on 2 different phones. The phone that needed replacement was easily handled and I received a payment to the value of the phone. The second claim was just to repair the screen. Parts took ages to arrive and I received the phone after a month. Honestly, I would use again for replacement, not repair.

Fraudulent Provider - Class Action Anyone? – Just sent this to JB Hi Fi - Hi Team, Apologies for the scary subject line. I have just spent 40 minutes attempting to lodge a claim with DeviceEnsure - a JB Hi Fi product costing me $170~ which was heavily pushed by the JB Hi Fi salesperson at the time of my purchase on 25/03/21. My claim has been lodged, but it is beyond any doubt that… Read more

this service is frankly a scam operation that does not intend to sufficiently handle genuine insurance claims.

As a long-standing JB Hi Fi customer I'm extremely disappointed to see JB associating and heavily pushing for the purchase of such a policy. You can clearly see the feedback from past customers and the abysmal track record of DeviceEnsure here - https://www.productreview.com.au/listings/devicensure

Some issues initially faced: - no provider in locations where insured device is purchased - only mail-in option available for repair inspection

The key issues which constitute potential fraudulent conduct: - Refusal to offer any alternative repairers other than 'MBS - https://mobiledeviceservices.com.au' - Insisting that any alternative repairer I refer must be a Google Authorized repairer - The repairer they use (MBS) is in fact NOT a google authorized repairer (see https://support.google.com/pixelphone/answer/10227672?hl=en) - How can consumers trust MBS when they are not authorized on the repair of this phone product? - Why was I sold this insurance product when the only repairer they offer is not authorized to assess my phone for faults, let alone fix those faults? - No complaints department for device ensure - Refusal by their team to escalate the case to a manager or team leader - Refusal to provide a claim number

Behavior that suggests JB Hi Fi is now aware device ensure is a dodgy operator: - Discontinuing DeviceEnsure - Admission from in-store staff that management has requested they no longer discuss DeviceEnsure - In Store staff refusing to give any advice or direction on the claim process

This product was sold to me under the pretense that it would: - Save me money for future repairs or accidental damage - Make any repairs or replacement more convenient

It is clear that this product/service is not performing as advertised and should never have been sold to customers.

An ACCC claim is definitely warranted.

You have to send phone away to be repaired – You have to send phone away to be repaired. There are hundreds of places locally that can repair phone screens on the spot. Useless product do not waste your money

Phone assessed, fixed and returned within a week – Cracked my phone at work, called DevicEnsure the next business day, was contacted by authorized repairer within 3 hours. Free postage label was provided to ship to repairer. Phone assessed, screen fixed and returned with a week. Paid standard excess over the phone. Cannot recommend highly enough.

Excellent customer service and outcome – I felt that I needed to give a positive review for this company because most of these reviews are so bad. We bought a laptop from JB Hi-Fi for my daughter for school and when it was only a year and a half old the screen was cracked completely due to her negligence. After speaking to the DevicEnsure call centre we were referred to one of their… Read more

authorised repairers. The laptop was collected at no charge to us and assessed within a few days. The report was then forwarded to DevicEnsure who contacted me to say that we could have either a full refund (less the excess) or a JB Hi-Fi voucher. We chose the refund and the money was in my account within two business days. The whole process was easy, the staff were great to deal with and the outcome was great. My daughter had to pay the $100 excess from her pocket money and learned an important life lesson.

Everything was very smooth, liked it – I got a new phone ensured and lost somewhere while cycling. I lodged the claim and everything was so smooth and they directed well and refund was given without any hasle. It takes some time which is the process of every insurance so have patience.

a waste of $100 – $350 earphones barely 18 months old, stopped working out of the blue. Wanted to charge $75 to send them back. And “mechanical or electrical failures like this aren’t covered” scam.

Consumer law versus add ons – Recommended by JBH HI-Fi in Australia. I’ve now lost my trust from purchasing from JB HI-Fi and and any of their recommendations. Consumer law is free and a better option.

False pretenses – Didn't want to buy policy but finally agreed when assured by JBHiFi thatthis policy even covers battery life. Battery life ofcourse deteriorated well within policy term. "We don't cover batteries."

Phone replacement gone wrong – I recently purchased a $1300 phone from JBhifi and got it insured through DevicEnsure. What a joke! My phone got stolen from my car and it took me months to get a replacement! First they wanted to get the police report, fair enough. Then they wanted to get a $100 police report... then, not happy, they wanted to get pictures of the borken window… Read more

otherwise no replacement (fortunately I had some!), then they said that the phone, which was in the center console wasn't covered by the insurance as the policy only would cover it if it was stored in the glovebox. Again, what a joke! I had enough and threatened to contact ACCC. Whitin 2 days they accepted the claim and sent me a refurbished phone! Not event 2 weeks after the "new" phone is playing up and we are back to square 1 with the difference that now they won't change it! SCAM.

Scam Purely – The moment you lodge a claim they probably sit and think of cheeky ways to deny it and say you get nothing oh and if you insure product make sure its in a locked vault if not they would they would require the place where it was stolen or lost from to look it was a huge burglary for example you leave something in your car and lose it wreck your car… Read more

or break the door to get your claim approved that's the only way you can get a positive outcome apparently extremely DISAPPOINTED

Not worth it, terrible service – Not worth the cost and hassle and time it takes to make a claim plus wait for processing and postage of the device. I was given incorrect information about how long a repair would take (3-5 business days) in reality it's a lot longer.

Very disappointed – My phone screen broken, I was told over the phone that after they receive my mobile I would get a feedback within 3 business days. It has been over a month since I sent my phone and no update. Every time I call it is a different story…. Definitely don’t recommend.

Scam!!! Do not Bother with Device insure!!! – Bought a phone from JB HiFi only to be stolen a month later, tried to put a claim in and even gave them a police report but they deemed it not secured enough in my home as it was taken from my LUG which is attached to my home. They will take your money and find any excuse or loophole to get out of approving your claim.

Complete waste your money. Don’t buy any insurance from devicensure. It’s totally scam – Don’t buy devicensurance from jbhifi. My phone broken and thay can get parts on two weeks now thay offer me refurbishment device or either store credit but my phone orignal price was 1100 but thay only covered only $400 for settlement. Please don’t buy any insurance policy form JBHIFI its waste your money and time Thanks

Complete waste of money – Unsold by salesperson yet when go to make a claim advise not covered. Yet when I took it into JB Hifi advised I was covered and given the number to call. Save your money a complete SCAM

Complete rort - don’t waste your money – When I purchased DevicEnsure coverage for a laptop purchased from JBHiFi the salesperson misrepresented what was covered by the policy. Keyboard has stopped working in the laptop and DevicEnsure say this is not covered by the policy - however, when I was sold the policy I was told it covered repair or replacement for all faults for the term of the… Read more

cover. My home insurance covers loss of theft, I purchased this to cover fault our breakdown - complete waste of money.

What a joke that one of our largest electrical retailers recommending this company – Was told 5 days from sending phone it will be sorted then 5 days from assessment it will be now 5 days later no ETA (all COVID apparently) no idea when I'll receive a replacement and looking at other reviews don't know if I even will. Running a business is hard from a temporary phone I hope this company and JB hi-fi for recommending them perish.… Read more

I will no longer be shopping there and this needs to be Investigated thoroughly looking at some of the reviews.

TOTAL SCAM – They are total SCAM, never get their ensurance, my airpod got stolen and now they say it had to be in dashboard, therefore we are declining your claim. They are just scamming people, don’t their service for your own good.

Feel Scammed – Screen was cracked / hairline and would have been fixed under warranty by MS as it was a demo MS product. JB said it would take to long and because I had insurance it would be best to go through them and they would reimburse my excess amount. Was advised I could send away as many times as I would like, so was happy to go with it. Turns out you… Read more

cant. Device Insure just payed out a device that was 2 month old. I lost the rest of my 22 months of coverage, my extended 2 year warranty, and deducted my excess and now I am stuck with a payout that would no where near even cover a replacement machine as I got it supper cheap. The payout was in JBHiFi credit so no option to shop elsewhere.

Should I blame JB hi-fi, DeviceEnsure, or my own bad luck? – The experience was FAR from being barely good enough. I bought a 1600 dollars phone from jb hifi and the store person was convincing me of the insurance. After it was stolen, I lodge a claim and I told one of their representatives about the situation. He said it was theft so it’ll be covered. I even provided them with an office police report (cost… Read more

me extra $70) and then they rejected my lodge saying it was because of my own negligence.

Their reps are also extremely hard to communicate with. They had one email and they shared it with everyone. For my claim process, I talked to 4 different people and none of them communicated internally.

Honestly, I would give negative stars if I could. If they weren’t clear of the final decision, why mislead me saying it was clearly theft and asked me for the police report? They said they’d reimburse me too, but I doubt that would happen. I wasted a month on my claim, wasted my time and the struggle of not having a phone only to be told that my request was denied.

Where has the SERVICE gone from Service-Providers – Took out this insurance to protect a laptop for accidental damage as its my child's school device. Unfortunately, had to use the service thinking that it would be easy. Lets just say it has been anything BUT easy. Whilst I admit sending the device off to the repair centre was promptly initiated, it has been over a month of me chasing DeviceEnsure… Read more

for updates. Communication with the repairer directly showed that a repair report was returned to DeviceEnsure within 2 days of receipt. DeviceEnsure do know how to pick up a phone, but they sure as hell don't don't know how to call clients on one. They are also very adept at blaming JB HiFi for not turning around quotes for replacements. I'm personally so sick of businesses not respecting that they are a service provider. Save the insurance policy money, and the excess, and invest in a new machine in the event of an accident. It will be better for your sanity! DO NOT BOTHER WITH DEVICEENSURE.

Lied to by jb hi Fi who push devicensure – Told by jbhifi that it was for 3 years. IPhone 2 years, battery gone and screen cracked. Told by jbhifi $204 was only for 1 year. Such a scam. Never believe sales people. Liars.

Scam! Go elsewhere for your accidental damage insurance – Sales person at JB hifi assured us our laptop would be replaced if it was written off and could send it back unlimited times. The screen was smashed so we sent it away. 2 weeks later we are called by JB to inform us that we were receiving our voucher which was a shock to us as we hadn’t hear anything from insurance company. Call insurance company… Read more

and they couldn’t source a replacement screen (which covers approx $300-400) so they cancelled our insurance, kept our laptop and sent us a voucher for an amount that doesn’t even cover the cost of repurchasing the laptop without even telling us. We questioned this as we were told that the laptop would be replaced and our insurance would continue for unlimited claims. Seems we have no choice and are now our the extra cost to re purchase the laptop and also loose the cost of insurance because they couldn’t find another laptop the same at a lesser cost than what we paid as we got it on sale so they refused to replace it. Had they been able to our insurance would still be valid and we wouldn’t have lost 1.5 year of premium cost. We could have also had this covered under our contents insurance had we known then got a refund on our device ensure premium (pro rata) but apparently we are not given the option to be given our property back and it was stolen from us.

NEVER EVER WOULD I AGREE to insurance if via DevicEnsure....extremely long process – Save your money and most of all your time if DevicEnsure is who the company uses. The recommended repairer took two weeks to advise would still be a wait on parts. DevicEnsure then agreed wait has been too long only to drag almost another week blaming JB Hi Fi insurance.

Save your money don't bother with device ensure – Had my phone stolen and long story short I paid $127 for warranty that is useless.They don't want to help you at all and they will look for EVERY excuse not to give you a new phone and I gather it will take months if you achieve the impossible. Really wish I could give 0 stars.

Worst customer service – I'd give it zero stars if I could. Worst service ever. I sent countless emails and not a single reply, countless phone calls and no resolution. Trying to get a cancellation of a policy within the cancellation time frame. I'd avoid at all costs.

Fraud – Please be careful. I have cancelled my plan with them with in 2 days of purchase and suppose to have my money back as per thier policy but still waiting for more than 2 weeks now and nothing is happening!

Don’t buy any plan with DevicEnsure – My computer keyboard was got a button loss, so sending to their National PC ( another crap repairs). Assessment took me 1 month, then told me that they offer me $244 cash settlement. My computer cost $700+. On the agreement said 7 days fixing period. I’m going to Ombudsman to get help.

Horrible customer service – I bought a product with a device ensure protection, however I changed my mind within a few days so I canceled the policy. I contacted them and it seemed super easy until I’ve realised that they haven’t refunded me back. They kept saying they did, but they didn’t. It took many phone calls and emails to get my money back. Ps, they don’t even bother to reply you back via email but when you call them they just say they will email you....

Dishonest, nasty, unscrupulous and duplicitious – My phone was stolen, i had left my bag by m side but not on my person for about 30 seconds. I'd jut paid $1800 and the nature of theft is that u don't know whos watchin and thieves work in groups. My phone was stolen. Device Insure made me jump through hoops to get Police Reports, understandable, Stat Dec saying same as police report,… Read more

cancelled everything with provider and more. I had a most unpleasant rude woman who kept interrupting me. Was told today after a full review, wonder how much that cost? that they would not honour my insurance. I'm sickened. Sketchy frauds. DONT TRUST THEM OR ANYONE WO TRIES TO SELL THEIR PRODUCT

Complete fraud – Bought 3laptops from Jb hi fi and they asked me to buy insurance as well. I paid 900$ to them. One laptop stolen and they declined my claim straight away.

Very unreliable – I sent my phone to be repaired - a simple screen repair to their preferred provider Comp Now and they refused to provide the necessary details to let Comp Now start the repair. It remained with the repair company for over a week and I called both companies several times in the week (almost daily) and they said they would be onto it. Would not recommend, very disappointed.

Worst Insurance Cover Ever DEVICENSURE – I have lost my apple watch on beach while playing and they are saying it is not accidental loss as it is not stolen from car or home and said that incident not explained properly. Worst company and poor customer service.

You will regret it! – I bought a laptop from Jb with this insurance. I lost my laptop after posted it on Gumtree, sadly l had a scam. Sent it to the peron who sent me a fake PayPal transaction e-mail. I thought l can claim it as stolen, theft. After long conversation, the insurance company declined my claim said it's not stolen from locked car or house. I'm so… Read more

frustrated after being scam and no insured, l am very depressed. Read those reviews, they don't even covered anything and are reluctant to help customers. No more Jb and this insurance company.