Device

I had received my new device from Altech on Friday last week (13.02.2015), I notice a defect on the screen, there was a scratch on it, and I requested a new device the next day, I was told to call in on Monday and book it in, and was advised that a new device will be sent to me, I called in today (19.02.2015) for a follow up and was advised that the device should have been picked up they are unsure when it will be done, the device will then be taken in and after it is assessed a new one may be issued, note that I am within my seven day period and I have every right to return the device, but all I get is a run around