damage cell phone

I'm not happy with with a service that I receive special with head office, I bought a cell phone and use it for less than 2 months and it was damage, I inform a shop about it and all repairs process was axplain to me and I thought it was wise to inform head office about it as the quality of a phone was not up to standard and most of people who bought it only use for weeks and brake.. ****** from TFG mobile says I have to drop off a phone in a shop and she will see what she can do and when I go to a shop today they give me a quote and when I call ****** about it she said I have to pay as the only thing she can do for me is to push repair centre to speed up a process. and I need my phone back and im not going to pay anything..