I have to say that the level of "sevice" you recieve from agents varies greatly. For example - i had a faulty w910i, had two faulty replacement handsets sent out. After the 2nd handset went faulty i asked to change the phone for another type only to be given a choice of one phone ! I call customer care as i wasnt happy with that and finally manage to get a phone that i wanted after they had authorised it with their manager. However when she then came to order it im told "oh sorry you cant have it as its not on the returns list" Ok i thought at least there is now a list so i pick a w580 from the list of now 7 phones available to me. W580 arrives next day and again turns out to be faulty (now onto 3rd faulty replacement handset) I call cc again and explain and i asked to change to yet another handset (i get told i can choose from 3 handsets this time ?????!!!) - i choose a w960 to which im told i can and it would arrive next day. Next day comes and what do i get...........another w580. I ring up again and say they sent the wrong phone, the agent appologised and processes a w960 and arranges it for a doorstep swap the next day - great at last i thought. Next day arrives and no phone. Again i ring up to be told "well you wont get it as its out of stock" so i ask how can it be out of stock when it was in stock last night ? I i then speak to another agent who tells me its not out of stock but they are waiting for me to send my handset back before they send it out......i explain that it should of been a doorstop swap so he gets it sorted for me and arranges the delivery again. I get a call later that night telling me again that the w960 is out of stock and i wont be getting it but i can however now have a choice of virtually any handset i want - at last customer service as it should be.
Oh by the way you will never guess what turned up on my door step yesterday, thats right the w960 the phone that was supposed to be out of stock.
So i was offered a choice of 1 phone, then 7, then 3 and finally anyone i wanted more or less.