Extremely disappointing service

I logged a claim for my device, I provided all the required info. My device was picked up on the 20/07/23. On the 26 i was advised that my device is not covered.

My disappointment was that why was it not picked while logging a call to an extend that a vendor was booked to pick it up and test it the later been told its completely damaged and and cannot be fixed when i have advised very well while logging a call that it was working, i received a call while driving and could see numbers on the screen of the car. I was able to pick it up because it was connected via Bluetooth.

I admitted the outcome and asked for my device to be returned, however I was expecting it to work only the screen was expected to be dead because it was charging even the alarm was going off while the screen was dead. I do have a proof. Thank God I took a video.

I logged a call for with a dispute as I was not happy of how the call was handled, not the out come.

Below is the mail that i have sent. Call was assigned to Abardean Roesoeff, who promised a feedback on the 9/08/23, it never happened. He then send mail a day after the 9th to advise that there's a delay. Been calling and was promised that he will call back till date.

I do love Autogen and happy with all the claims that i have made. I don't understand what is the issue now.

I made a car accident claim and the was no hassles. I wanted to add car warranties insurance but I am no longer sure.

I am frustrated right now, I am still paying for that device and I am not sure of the further damage that was done for them to say its damaged and cannot be fixed while it was working.

Regards Nomali