Retrieve an App previously paid for iPhone

Hello,
I have 1 Iphone and an account with Apple. I have considered purchasing more software and hardware from you product range as I like what you offer. How ever since owning the Iphone and purchasing one software purchase as an experiment I do not feel like I would like to continue using your products. Why do I feel this way:
1) Today I rang your Australian office 133 622, to ask how I could retrieve the previous paid game (ATC 4). Whilst on the phone waiting in the que I was disconnected without warning. i rerang the number and went through the menu again and waited about a minute before being disconnected again. You may tell me that the system is disconnecting me due to an overload in your system but from my perspective its about customer service. I am sure you understand!
2) When I purchased the game (ATC 4) from apple store it functioned well and was enjoyable but unfortunately my iphone had to be reset due to some software update issues at the time (Which I also had to ring Apple about). After the iphone reset there was no facility that I was aware of at the time which allowed me to reinstall my paid version of the game. Today I see that there is a way to retrieve software from 18 months of purchase. My complaints also extend to the software being able to be retrieved at anytime during my account activation. I paid for it and it should be available otherwise why would I want to do it again?
The reason for my complaint today is to let you know the above but also to tell you that because of this lack of service, and lack of paid software previously paid for, it gives me no confidence to purchase more software ie TomTom apps etc for the Iphone or any other hardware and software using this surrent system because if I have a further reset of my iphone etc there is no guarantee I can recover what I paid for.
I would appreciate a reply when you are ready, thank you.
Dell Inspiron laptop Windows 7