Got a faulty device from them sent three times for repair and never repaired. I asked them to replace it with a new one, as I have never been provided with a well woking phone. As an answer they firstly offered me with an option to buy another phone and keep paying for the faulty one. After rejecting an offer, they sent me to sort my issue out with the network (o2) which obviously had nothing to do with the phone. After numerous of phone calls and complaints they offered me a replacement giving an impression that this will be a new phone, but as a result of further conversation it appeared that they tried to give me a refurbished item! I refused that as in fact I was paying for a new phone and never got it so they said this is a final offer. After getting in touch and involving citizen advice bureau, sending them multiple emails, official tracked letter and phone calls I finally got my phone replaced. AFTER NEARLY A YEAR!