Early in September 2017, I registered for the new release promotional package of the Samsung Note8. I was later asked to sign a Service Contract for the Phone & associated plan, which I did. To that point I had not been offered, nor come across any information regarding an option to insure the new phone. I attended the Midland Telstra Shop in the afternoon of Sunday 24th September, to collect my new phone. There I was assisted in setting it up etc., & during this process I enquired about 'Insurance for it. I was advised that Telstra has such a service, referred to as Telstra Stay Connected. The basics of the service were explained to me, including the $15 per month additional Charger, & I requested that this be added while I was still in the store. At that time, I was advised that I would need to do this via my Telstra 'My Account' App. Over the next few days I attempted to locate the application for this service, without success. Around the following Wednesday I attempted to get assistance via 24/7 Chat. From here I was referred to the Telstra Assistance Phone Number, where I was advised that I was required to have such a request processed at time of collection, & could no longer do so. Eventually, there was agreement to have my request 'assessed & get back to me. This was conveyed to the Midland Telstra Shop via SMS. Having received no follow up, on that Friday & Saturday I made further enquiries at the Midland Store. Tuesday 3rd October, I again attended the store & was advised that my request had been rejected. At my insistence, a 'Post Sale Application' has been filed, however I was advised that this is unlikely to be successful, & a number of relevant points were not included in said application, despite my requests. During the several hours I was in the store I requested that the Manager see me, however I was told that he was 'In a sales meeting & therefore not available.' At this point, it appears likely that I am now going to be left without insurance coverage for the phone, through no fault of mine. This is not an acceptable situation, nor is it in keeping with the standards one would expect from a reputable corporation.
