Almost 3 months later, still no resolution

I bought a Sony Xperia SP from Orange in August 2014. In Jan 2015 it developed a fault on part of the touchscreen. On 5 Jan I initiated the process of having it repaired.<br> <br> The phone eventually came back from repair with the same fault. After a bit of back-and-forth Orange agreed to replace the phone.<br> <br> Once they had received the phone back they changed their mind and stated that they would attempt repair again, despite my insistence that they replace the phone as previously agreed.<br> <br> After describing the fault over the phone on the day they received it back from the repair centre I was assured that the phone was now working properly. I received the phone back the next day, again with the same fault.<br> <br> That was on 4 March. It takes another week for them to agree to refund me the purchase price of the phone. Their courier collected the phone on 10 March, and they eventually confirm receipt thereof on 19 March.<br> <br> I have not heard anything since, despite multiple follow-up emails.<br> <br> This is without a doubt the most horrifying customer service experience I've ever had to endure, and it isn't even resolved yet.<br> <br> Caveat emptor, this company does not care about their customers in the least.