We haven't had my daughter's back from their "two week express repair service" for five weeks. I've been on hold to their "helpline" for 16 minutes and counting. A robotic American voice repeatedly apologises for keeping me waiting. Having seen that the handset hadn't left the store on their online checking service and having had no updates from anyone I paid to park again and went into their Derby branch on East street. The staff made mention of systems changing and Apple having the phone for a warranty repair. After many apologies they promised to find out why is has taken so long and let me know. One week on, nothing. Not so much as a call or message. It seems that selling us and everyone else their goods is very slick but the measure of any company is there ability to handle things quickly and courteously when things go wrong. So far, this has been an abject failure. We are paying the contract costs for a phone we cannot use, worse still, I have a fifteen year old daughter who is without the one device we rely on to make sure she is ok for FIVE WEEKS! By the way, it's now eighteen minutes on hold. This is beyond poor, is this just the way it is?