Blackberry 9300 — Replacement of faulty unit

I received my new Blackberry towards the end of November as part of the Principals project. On 19 January 2011 I handed in my Blackberry for a repair as it was not working at all. I subsequently contacted the repair centre and was informed that the phone could not be repaired as their was a fault with the unit that was not of my doing. What has angered me is the fact that I will be issued with a replacement phone which has been reconditioned. This is absolutely unacceptable!! When I requested to speak to a supervisor my request was denied. This type of poor service is unacceptable - we as clients are forced to accept whatwever is thrown at us and there is no recourse as no one will talk to us past the call centre agent. Who is acountable????