5 stars due to Danielle Trentham. As a first time young customer on ee my first experience buying a contract wasnt very pleasant. On Saturday i brought a contract for Samsung s10e and was very happy. However when i turned on the phone it started to burn up after 2 minutes, to the point it would burn my hand to touch. I left it for a day incase it was the summer heat, but the same happened the next day. So on Tuesday (4 days after buying the contract) I went back to the store. After explaining their only solution was to give me a new phone. Seeing as i didnt want a new on due to reading other s10es had done the same i demanded a contract cancellation as the phone was unsafe and I had a 7 day cooling off period. Their answer, no we don't do that. Even though I had the ee's websites info on cooling off they said i can only cancel due to signal problems, which was a lie as I can called customer service that morning to check if cancellation was possible before going to the store. Apparently to stores a health and safety hazard is less important to them than signal (ridiculous). Anyway this is where Danielle became my guardian angel. I knew the staff in store couldnt be bothered with me and as I look so young they clearly thought i knew nothing I called CS AGAIN. Danielle ensured me by eu law they have to cancel if I ask as the phone is unsafe. She gave me her email so she could call me for when i return to the store to speak to the manager, if they still refused. Which of course they did, this time i returned with my father as the store didnt want to give me a time of day. After refusing AGAIN with a note on my record saying they need to cancel (which the staff were reluctant to check by the way) I gave Danielle an email and 2 minutes later she called me, she waited on the phone with me for 20 minutes while the staff hid in the back and refused to come deal with it. She then spoke to the store manager and after 5 minutes of him moaning she got him to cancel the contract on the spot. She went above and beyond to ensure i got what i needed, she was amazing and spend most of her work afternoon helping me, without her id still have a contract with a dangerous phone today. Ee redhill store itself get 0 stars from me, they were rude and had no interest in even looking into the matter. I understand they have been told rules but all they had to do is call CS and ask themselves to confirm, but clearly they are more concerned with commissiom than helping customer be happy. If you ever need help dont bother with stores Danielle and her team are definately the people you should contact for support.