Err that sounds like rubbish mate, why would she have to go through the credit checks again for sending a faulty unit back? That would suggest they are terminating the contract and forcing her to restart it due to equipment failure
I would get onto O2 again and ask for a supervisor since it is obvious that she isn't ending her contract but is only asking for a working phone. If they refuse I would mention trading standards since O2 would be terminating her contract for nothing.
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I'd get on the phone and ask for a manager, ask why you are being told that everything will have to start from scratch again when all you want is a working mobile and if they don't give you a good enough reason I would point out that if they end the contract there is no good reason why you would bother to initiate a new one with O2
Then I would contact the complaints review service and Otelo to compain about a 2 day old mobile failing and to cap it all you being told that if it goes back you have to go through all the credit checks etc. It's not as if much would have changed in 2 days is it