it's a shocking company. My smartphone bought sim free and without their handset insurance lost power and would not charge. I hoped that the company would return it to the manufacturer for me. They simply gave me a phone number. I queried this, saying that returning it myself might damage the phone. they said the company would provide a courier. the company were very helpful when I rang but have instructed me that phone needs to be returned preferably by tracked mail -this will be £6 + I understand- more due to need to cushion pack the phone. I think the problem with carphone warehouse is that they are now part of the PC world empire. this company- from my experience- is desperate to sell their extended know how insurance. you don't really need this as you are protected by consumer rights and could ?? pay less than what the insurance cost you if your device became faulty after the guarantee ran out. obviously companies need to make profits , but guess what - I am old enough and have had enough life experience to know to never again have anything to do with companies like this that are greedy and unhelpful. the phone manufacturer, in an e mail , advised me to take the phone back to the retailer for return to them to save on postage costs and I quote 'as is your consumer rights". so if I have interpreted that correctly , then the employee at carphone warehouse told me lies. well, I won't save myself the postage-even if it is /was my legal rights, but I will save time, anxieties and very bad customer service from this company by having nothing more whatsoever to do with them in the future. t