Device Faulty

<p>I purchased an additional contract and the device is faulty. As per the terms and conditions, if reported within 14 days which is in my case, they will arrange for collection of the faulty device and delivery of a new replacement device. I was however advised that as my contract is on a new system they are unable to do this. They have to cancel my contract, collect the device (taking 7-10days) only once they receive the faulty device can they cancel my contract then I can re-order taking another 3-5 days. I was told that there is nothing they can do to speed up the process. This is against the terms and conditions. This contract was a gift for my sons birthday who needs a phone as he will be travelling. I was escalated to someone else, only to be told again there is nothing they can do due to the new system and lots of people are complaining. I am disappointed in the service received and the lack of effort made to assist.</p>