I was in London on a solo vacation and dropped my phone completely annihilating the bottom portion of my screen with in hours of arrival. Lovefone, responded to my frantic email as soon as they opened in the morning and set up an appointment to send a tech to my hotel at 15:00. Promptly, at the agreed to time, the tech called me from the lobby came up and replaced my screen in under 10 minutes! This meant that I didn't have to wander around an unfamiliar city to find them or take time out of a tight schedule of "must do" things to wait all day for someone to show up. They basically saved my entire vacation! I couldn't have asked for a better experience. Brooke