I purchased a protection plan and had this in effect for over a year now. Went into and get an replacement phone for my defective phone. Not only could they not start the replacement procedure because a certain i.m number wouldn't allow input. They made me wait an extra 6 days and several phone calls later to get anything resolved. Not to mention i emailed the supervisor Karl Dorcin and he didn't bother to respond. This is my first encounter with geek squad i've always used asurian in the past and never had a problem with them. Thus i've canceled my protection plan and will never use geek squad again.