The opposite for me...
I used to have a Sony Ericsson on contract with o2 which had a problem with the screen, I was in town passing, so stopped to ask if it would be covered expecting to have to have proof of purchase and so on before sending it away.

In actual fact they were more than happy to send it away with nothing other than the phone - the serial/imei was registered on their system from when I bought it, so they had all the information they wanted there. Phone posted off, a week later ready to collect.
(442, Thu 23 Feb 2012, 17:27, 1 reply)

i also had a nightmare with O2
I paid for phone insurance dutifully every month for 15 months and was told by a O2 guru when the home button broke on my iphone 4 that the home button was not covered under my phones insurance policy. I took the phone to apple and they replaced the phone after 15 minutes no quibbling no ifs or buts. What did i take from this experience? Well never to use O2 again and never to insure a phone. The money i would have saved not having insurance would have been half of my next new mobile. I hate being a fanboy for Apple but i cant argue with their customer service skillz.
(Cov Boy, Thu 23 Feb 2012, 19:28, closed)

I used to work for O2
and despite vowing to never work for them again (management were utter cunts at every level), their bread and butter customer service is still the best.

If you had come to me, I would have told you that you should accidentally 'drop' your phone, crack the screen, call your insurers and have a sparkling new replacement bought to your door in 24hours. Physical cosmetic faults are never ever covered by insurance, only manufacturers guarantee, so your comment about insurance is irrelevant and this is why Apple resolved the fault. Your service providers' guarantee typically only lasts a year, not even the length of the contract.

Not trying to be a dick, but read the small print and you would have saved yourself a load of time, money and hassle.
(Mr Fudge It shouldn't be illegal to have sex with an eagle, Fri 24 Feb 2012, 9:41, closed)

Design fault
The iPhone home button stopping working is a design/manufacturing fault. A well known one so Apple were in fact just doing the right thing, great service but I'd rather they spent more time getting the design right in the first place!
(Outtheresomewhere, Sat 25 Feb 2012, 8:41, closed)

Thats as maybe
but the Apple shop would still be perfectly within their rights to say "not our problem, mate. You bought it from O2, take it up with them." So in this case I have to agree, credit where its due.
(bblgoose, Mon 27 Feb 2012, 12:23, closed)