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awful, i will never use carphone warehouse again

My sister bought me a phone here and the sales assistant mentioned about a great deal with Geek-squad insurance. I said no thanks but my sister thought it was a bargain at £1.99 per month and the fact that they said you would get a new mobile straight away if it stopped working/accidental damage/dropped it etc...
The other week my phone stopped working, the touch screen, everything just stopped. Rang Geek squad insuarance and they said take phone to carphone warehouse. Took the phone there and the sales assistant said 'this phone won't switch on?' ERM of course it won't..it's stopped working!!!!!! he said he would book it in to send off for repair. Meanwhile i asked about a replacement handset as stated by geek squad? he said because it's not working it needs to be sent for repair that can take 28 days!!!!! they can't give a replacement handset unless it's an insurance claim that has been accepted???? So what on earth was the point of having the geek squad insurance???
I shall never use carpohne warehouse again. The staff are rude, arrogant and in need of proper training. Oh yeah and by the way...when i went into a store in London, one of the staff was kicking a football around!!! yes is that mean't to be working?

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Daniel Anthony
United Kingdom