BT GAMES NOT IMPRESSED

I AM SO OVER THE LACK OF SERVICE... IF YOU BUY A PRODUCT AND IT IS FAULTY AND YOU HAVE A GUARANTEE OF 1 YEAR AND NOW YOU HAVE TO SEND IT IN FOR "TESTING" WHICH I UNDERSTAND BUT WHAT I CANT UNDERSTAND IS HOW YOU CAN NOT TELL ME HOW LONG IT IS GOING TO TAKE TO DO SO? I AM PREPARED TO DRIVE TO YOUR SUPPLIER AND GET MY SONS PS4 REMOTE TESTED BUT THATS NOT ALLOWED. WAITING FOR LORNA BAGNAW TO RETURN MY EMAILS OR CALL. I WILL NOT SPEAK TO STEVEN MOORE, HE DOESN'T SEEM TO HAVE A CUSTOMER CARE INTERSEST AT ALL.