In all honesty I don't think any real blame can be laid at the feet of the network, this is mostly out of their expertise at any level of the company we would get near being exposed to. O2 in my experience at least have been fantastic. As far as email complaints go, let me put it this way - virtually no company is going to offer you anything they don't have to and will cost them money without any pressure being placed on them. An email can be sent around the houses and they'll make a decision at their leisure, which they'll trust you'll accept because in the same way, there's no immediate pressure from you rejecting it. If you speak to someone, every second they're not saying "yes okay, we will replace your phone" is time they have to think of something else to say to appease you. Your goal is to make sure they cave in before you do. If all else does fail, I have no problem going through the downgrading with you.