I am a bit late posting this, sorry I just kept forgetting to post. Precisely 2 weeks and 6 days ago my iPhone 4 accidentally fell out of my hand whilst trying to open a bottle lid (my fault I know). The next day I was off on holiday! I picked it up only to see that the glass back panel had smashed, no big deal. After a bit of research I found that it isn't covered under warranty but it is covered under my O2 insurance. I was shocked to find that I would have to pay £75 as an excess fee to get it fixed. The good news was they could have a replacement phone to me within 24 hours! However..... I was off on holiday the next day (under 24 hours away). After a long 10 hour 20 minute flight.... back on topic... Before I left for my holiday I booked a Genius Bar appointment at Apple Store, San Francisco. The replacement and repair of the glass would have cost $199 which is outrageous but they don't keep parts in so I couldn't go for that option. I can't remember who I was served by but he was extremely helpful. He didn't seem shocked that the back panel was smashed (they obviously have a lot of them) but he explained that they don't keep parts etc. He then said "As you are on vacation I can give you a replacement iPhone 4" So I went into the Apple store with a working smashed back panel iPhone 4 and cam out with a BRAND NEW iPhone 4 for absolutely nothing. Thanks, Tim This just shows that Apple really does love their users, they have surprised and delighted me.