After drama with contract, new phone faulty

A week ago I upgraded my contracts and was given false info. After the drama and me posting it here, a consultant phoned me to sort the problem out. I gave them the name, time of call etc and they can't trace the call....? Anyway, i received one of the phones on Monday 2/12 and surprise surprise, the new, 1 week old phone is faulty!!!! Now i have to phone technical support and if they can't help, i have to take the phone in to a branch! I feel like crying of frustration!