I have a phone that went in for a software upgrade that was previously in for a repair. They have quoted me for a lens and track pad that was replaced in july without me accepting the quote. The previous time they had my phone for 3 months so I paid 3 monthly instalments for a phone I did not have and the repair. Now they are telling me that blackberry's standard procedure is to replace the lens to do a software upgrade. The repair agent I spoke to on 084140 had the nerve to tell me to calm down after I lost my temper having explained the situation that he clearly was not understanding. All I want is for the phone to come back working and not have to pay for something that was repaired the previous time! This phone has had nothing but problems since I got it. They have already nearly had it for 2 months again.