Cat b15Q not working order

Good day<br> <br> On 21 November 2015 I upgraded to the CAT B15Q at altech autopage. So usually withing 7 days if something goes wrong they have to exchange it. We went on the 6th day to take the phone back as it was switching off all the time, so the lady says it needs a software upgrade (it an out of the box brand new phone how can it need that?) ... Anyways she have done the software update, and within a week the phone switched off and didn't want to go on again. So they don't want to exchange the phone and just send it for repairs? so the phone is sent in but not even for repairs its still by the branch and we have to pay the full contract fee but we don't have a phone to use at all... This is ****ty customer service from autopage they just say they don't care or cant swop or do anything? I want to know what is going on or can be done.