Why are the little felt

Why are the little felt bits so hard to fit onto the earphones of Nokia hands-free sets? Why can’t they be supplied ready-fitted?
More importantly, why can’t I get the GPRS service to work? And why is the GSM service now dialling a different number to my old handset – am I suddenly being charged for something that I previously got for free? And how long do you think it’ll take for o2 to answer my email to their helpdesk? For some reason, I don’t take the automated reply as a reason for hope:

Thank you for contacting O2 Customer Care.

We have received your message and are currently dealing with your request. We apologise in advance for any delay, but we’ll get back to you as soon as possible. Thank you for your patience.

O2 Customer Care