I've been paying for this since I bought my laptop about 2 years ago. When the hard drive stopped working I arranged for a collection. The man on the 'phone had some bad attitude, to the extent that I had to ask him to stop arguing with me, but the collection took place as booked. It was with them just under 3 weeks when I contacted them to check on progress. They told me to call back the next day (exactly 3 weeks from the collection date), when they confirmed that it was unfixable and would refer me to the replacement section. When I called (again!) the following week, they gave me a code to take to one of their shops to collect a replacement. This I did and have had it replaced with a similar spec laptop, no questions asked. I am extremely happy with the service at the store and didn't hesitate to take out protection for my new laptop. All I would ask is that 'Whatever Happens' make more effort to keep their customers updated whilst attempting repair - it took me quite a few chase up calls!