Bad Service

We app**** for Home Office LTE 20GB in August 2015 at the Canal Walk Branch. When we received the package, the router was not working properly and could not connect any wifi. We 1st took it back to the TygerValley branch, who tested the router and advised that the device was faulty and we need to take it back to the CW branch. We took it back in its original packaging 2 days later which was in the 7 day return period. At the store we were advised that the device can not be replaced with a new device and needs to be sent back to HO to be assessed and it will take 21 working days. 30 days later we still didn't received any feedback yet and yesterday we went to the CW store to enquire on the delay. We were advised that they got the device back & it was fixed and we enquired why they not replacing it and were told that there is nothing wrong with the device and they will not replace it. We asked to speak to a manager and we told the manager is busy and the other manager \Elvis"walked out of the shop as it was the end of his shift. All we wanted was some answers and a apology. After fighting a losing battle we asked to cancel the deal and were told we will pay fees...we need an apology"""