After sending my phone in and expecting £45 I was offered £11.25! I rang them and was told there was a fault with the wifi. I told them this couldn't be true as I fully checked the phone prior to despatch. I then got an email from them stating that after a reset everything was working fine and that I would now get £45 as agreed. The cheque turned up today so I am now a contented customer.
So, if they tell you your phone is bust and you know it isn't I would suggest questioning their statement. Some people probably wouldn't but I did as I am a very experienced IT professional who is completely competent with smartphones etc.
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