I upgraded my phone contract with Phones4U over the phone, the same way I had the last time I upgraded my handset. The initial experience was good and my phone arrived by courier within a few days. It's unfortunate that Phones4U use DPD who would only give a few hours notice of the delivery slot, and you are unable to change that slot to suit you, other than change the date, its not possible to select a time slot unless you pay extra. The handset worked OK for a few days but quickly developed a fault, being unable to read the sim card. Looking online, it seemed this was a common(ish) fault with the new HTC One M8, but Phones4U tech support, or customer services had never heard of it. I wanted to exchange the handset but Phones4U wouldn't do that until a new SIM had been tried. Phones4U wouldn't forward me a new SIM card, so they told me I had to go to my nearest EE store and get a new SIM from them, as my SIM may be faulty. EE refused to give me a new SIM unless I purchased one (£10) which I had to do to satisfy Phones4U tech support & customer services curiosity. The new SIM worked for a few hours then the phone was again unable to read or recognise the SIM card. Back to Phones4U customer services, they put me back to tech support who wanted me to reset the phone again. This still didn't work so they gave me a code to get the handset replaced. This is where it gets even more ridiculous. I passed the code to customer services who said it was OK to exchange the handset. However, because the phone was ordered from Phones4U over the phone, I was not allowed to exchange the handset in a store. According to them, even though it's the same company, they are different. Also, you can't just send the phone back to them, you have to wait for Phones4U to send you a bag first. Why? I have no idea either. After 5 working days, there was still no sign of this magic bag which would enable me to send my useless phone back to them. After another lengthy phonecall to Phones4U customer services, wondering where the hell this bag was, they were scratching their heads too. According to them, they had sent it out 3-5 working days ago so I should have it by now... Anyway, they agree to send out another mythical bag to me, which they say will take between another 3-5 working days and they are ever so sorry... 3-5 working days later, still no magic bag, still no working phone, but a very grumpy customer has to phone Phones4U customer services to find out where this sodding bag is. Lo and behold, the lady says I can send it in the post as normal and gives me an address. Why couldn't they have done that in the first place and saved me 6-10 working days of ball-ache and frustration?? After another 5-7 working days of waiting, they received my old useless non-functioning handset and sent me out a new shiny one which actually worked! Yay!! Do a happy dance!! During my 11-17 working days of waiting around, pining for my poorly handset Phones4U did promise to reimburse me my £10 for the replacement SIM card I had to (needlessly) buy from EE, £10 to cover the postage and packing when I returned my faulty handset to them (minus magic bags!) and a further £20 to cover the loss of contract for 11-17 working days when my mobile was unable to read the SIM and thus engage in mobile phone type activity, you know, like make phone calls and stuff! Some of the reimbursements they came through with, the others must be sat somewhere with the magic postage bags, wondering where they are, lost, scared and worried that they will never be seen or heard from ever again. So, the moral of this story? If you want to use Phones4U to upgrade or take out a new phone contract, go for it, but my advice to you is to do it face to face in your local store. Don't do it over the phone or via the web, because on those occasions when there is a fault or a problem, you will be in for a real bundle of ball-ache. Please, think of those magic post bags, don't let anymore of them suffer that same, awful fate!