Bad customer experience no email for complaints

[Inder22g]

No way to file a complaint with Fido I bought a new iPhone from Fido that does not work when I open from box but it's really hard to exchange or return the device as no one hear my complaint in last I end up paying more to exchange my device and wasted my 3 days when I tried to complaint about this there was not even an option for that and store guys Ignored me for 4 hours. Worst experience of my lifetime 

[FidoStephane]

We're very sorry to hear that @Inder22g, 

That certainly doesn't seem like the experience we wish for our customers.  

To help us understand;

How was the iPhone faulty?

What complicated the exchange process? 

Was your device successfully exchanged? 

Also you mentioned the people in store ignored you for 4 full hours. Could you elaborate on that? What exactly happened?