Why is it that customer service staff all come out with different answers to the same question?

[PamJones]

Told that to claim on insurance for cracked screen would have to pay £50 excess, I had paid over £100 insurance. Then told by someone else that the £50 would mean we got a new handset. Was never told that first time round. Cancelled the Insurance as waste of time. Now some 3/4 weeks later phone wont charge, Vodafone wont fix it unless I pay £195. Contract is for 24mths I phone warranty 12mth, what is the point in that. Now paying for I phone contract when don't have a I phone. Breach of Contract I think and so does ombudsman. What about you Vodafone want to give me yet a different answer?

[jeffkinn]

A non working phone is not a breach of contract as the contract is for air time only and doesn't cover the phone - and the Ombudsman won't have a different view. That is covered by the warranty and although Apple only offers a 12 month warranty, Vodafone will repair an iPhone in the second year as long as it wasn't user damage. You'll need to go into a store to get that arranged.

Not sure what the insurance stuff was all about - that didn't make much sense to me.