Shops are jsut for selling, not support.
EE, and now I've discovered 3 as well, shops do not appear to have the authority to do anything at all, other than sell you a phone. Any problem? 'Ring our Indian call centre', who will then, allegedly, authorise a repair or exchange but will argue to death to avoid doing so, expect to waste an hour on the phone. On the rare occasion they agree to an action and if you go back to the shop as instructed (sometimes they arrange a collection) the shop staff have no idea and refuse, for example in my case, to accept a return (for repair). Ring back and they'll tell you oh they should have! They behave like two companies, one with shop fronts here, and the other an Indian half, that barely know how the other works and with the Indian half conveniently holding the balance of power, out of reach in effect. Rubbish service from all providers, that lead me to go Pay as you go, which has saved me a packet, buy the phone for £400 and paying for calls has saved me loads, my monthly call/data spend has been less than £5.