im not gonna say this is the case (generically) for o2, but my brother had quite a bad experience.
upgraded his handset to nokia n80 and paid an upgrade fee. 4 months later the phone wouldnt charge up. took it back to the shop, it was sent away with the charger. one week later the phone had been repaired and returned (without the charger). he was told that the charger would be sent out immediately. when he got the phone home, it still wouldnt charge, so took it back the next day. one week later a replacement handset was sent out. charger still hadnt been sent, so one was taken from the shop, phone didnt charge up though. another week down the line and a second replacement handset had been sent out. this one charged, but had issues with the display when recieving phone calls. this was only occasionally and not every time somebody called.
took it into the shop and the girl said, it isnt doing it so we cant do anything. ok. video'd this happening and showed someone in the shop. said this was the 4th time it had been repaired/replaced, could he just get a different handset. he was offered the k800i (which would have been a free upgrade). he asked about the upgrade fee, and if he could have that back and was told to talk to c/s. he was told that the dept dealing with changing the phone was only contactable by staff via e-mail. after over a week of being told the phone has been ordered/despatched and we use next day delivery service he was starting to get a bit annoyed. he started phoning every day to ask if it was in the store (as he had been told it would). he was then accused of being out of order for calling (even though he had been told it will be here tomorrow). it took almost 2 weeks to get the phone, and no apology was made.
letter being sent to o2 about this, attitude of staff, the upgrade fee, and loss of 1 months line rental as the phone was being repaired. now just wait and see what comes of it i suppose.
(having just typed this, i realise it is more to do with the specific store, rather than the c/s team)
