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@aggi
No idea whether my chat with the google bot did anything but I got the trade-in pack this morning so will send it back off this afternoon and see what happens.
Just had a look at the phone that is being traded-in and it is in excellent condition so would be a bit pissed off if they tried to chip anything from that (although £135 for a 7 year old phone that was sat in a drawer does seem a pretty decent deal).