e616 exchange?

My friend has a NEC e616 and is extremely unhappy about it. He can only make 10 minute phone calls at most, the phones says a message has arrived and you can't read it because it is not in the inbox, after a call the phone always says, please wait, initiating. He has had so many problems. I was wandering if there is any way to get three to replace the e616 with the LG? If anyone has done this, how did you get the LG? Please help, because he absolutely hatyes the e616. No wonder NEC has been dropped by three as lead handset manufacturer!