Sounds to me like you got stuck with an unfortunate store who cares about sales numbers. I mean, whats going to help the store, you just getting a measly insurance replacement, or them selling you a brand new phone. Problem is, people just give up and stop fighting ( I realize they're shouldn't be any fighting in the first place). If you saw online in the terms that you were covered under the insurance. You should have printed it out, highlighted it, and brought it in, if that didn't work, there is always upper management.