I have a Blackberry which developed a software problem that was well recognised by O2 to be associated with my particular model. The Kings Road store manager suggested that I should get a different model but that she needed to seek authorisation. I have now been back to the store 5 times over a period of several weeks everytime to be told a different reason as to why she had not yet received a response to her e-mail request. Twice she promised to call be back but never did so. When I asked if she could just phone the relevant department whilst I was there I was told that this was not possible as they were only allowed to communicate by e-mail. When my husband phoned O2 today, he was told that all the shop needed to do was to phone them from my phone in the store to gain authorisation! I do not believe that this store was deliberately trying to make life impossible for me, but I have rarely come across such extraordinary inefficiency and poor service by people who really did not seem to care.So beware, if you have a problem with your O2 phone, avoid the Kings Road store, I can't imagine that there is a worse one anywhere.