Online chat is just as crappy, yesterday I was searching online for wall chargers for my phone since mine stopped working  & a chat box popped up. So I clicked it and began to chat with "Danielle' I asked if my wall charger would be covered by my asurier insurance, took her a while to respond and she said "no the charger is not covered, but let me help you purchase a new one." I said no thanks and clicked out. Then I found my insurance booklet and it clearly states my wall charger is covered by malfunction problem. I got this charger with phone a month ago & if it already malfunctioned they better cover it