But when Rebecca, 25, walked into a suburban Optus store and asked about the repairs, she claims the salesman laughed at her.
When she asked why, the employee allegedly responded that Optus replacing the screen was about as likely as him having a vagina, causing other male staff members to laugh.
"I pretty much cried, I was so over the whole situation and then to be treated like that just wasn't right," Rebecca told the Herald Sun.
"I felt demeaned by the entire situation."
Rebecca aired her grievances on the Optus Facebook page, prompting a brief response from the telco.
But the complaint has since been removed.
"Obviously (smashing your phone) is an annoying situation, but I was just irate after the way they handled it," Rebecca said.
"It just seemed like no-one wanted to help."
The 25-year old said the incident had made her rethink being with the network.
When contacted for comment, Optus said they had been in contact with the customer and were taking the matter very seriously.
An investigation is underway.
It is not the first time Rebecca has had issues when dealing with staff in relation to her Optus service.
She claims she was constantly contacted by one of the employees at an independent retailer who changed her phone number over from Telstra to the Optus network.
"He would ask if I wanted to go to a party, or for coffee or if I'd like a lift home. I never responded to any of them and eventually he got the picture, but I certainly didn't think it was acceptable to be harassed by a member of staff," Rebecca said.
news.com.au 30 Oct 2013