Un Helpful o2 Customer Service.. with defective phone

[ant_j]

Well...

Im on my 3rd SE c902 (direct from o2 via phone calls) due to a varity of freezing, restarting and turning off issues.
Each time this has happened i have contacted customer services who had advised me to reinstall software etc, all within 14 days!!

The final straw was in december, trying to use the camera it froze.
I called o2 before christmas to inform them of this, and that I would like another phone. The advisor said its usually 3 replacements of the same phone before another can be picked, this was my 3rd, but thay dont have a record of it ??. He said its fine he "belives" me (the fact that i have paperwork too may of persuded him). He asked what would I like and realed off various phones inc PIXON. I said i'll call after new year to choose as poss be delayed in post.
So Ive been trying to call since monday, but o2's systems down! Today I finally got thru...
Expalined about calling after new year and the advisor said thats ok, send yours recorded delivery to.... and a repalcement will be sent! I explained in frustration that I didnt want the same phone. She obviously failed to read the notes on the account. She then said its usually 4 replacements before a new phone can be picked... Contradicting the advisor from December! She reeled off a list of phones, all poor. I said I was told I could have the PIXON but would like the c905 as its free on the £35 a month contract ive had as a loyal customer.
She said no can only have one of these and will be a refurb!
Really not happy!
Waiting for a manager to call back!
Why should I not be able to choose a phone that is FREE on my contract.
I have had 3 of the same C902's direct from o2 all useless!
Im not asking for a premium phone like an n96! Also I want a new one not a refurb!

Am I asking too much?
Am I being greedy?
Advise greatly appreciated!

Oh Happy New Year to you all!!

[Ianfromnotts]

I sympathise with you, just having similar problems with CPW from what I can see in the real world they have the customer over a barrel and there is little one can do.

I know many people will start quoting the law but when the retailer doesn't comply and you need to go to court to enforce it - it takes time - time without a working phone.

The only thing I can see will change anything is when everybody stops taking new phones out on contracts but some how I think I am dreaming there but after my experiences with the C905 I wont be in a hurry to take out a new contract with CPW