You don’t sound hard faced at all we have asked ourselves this many times. The first cars issue was the infotainment screen and seeming that was changed on newer models we thought that would be ok and that we would collect car and everything be fine that was our first mistake. Second mistake was signing everything in the showroom before going out to the car and yes we should have refused to take it there and then we never even thought about doing that. Will escalate things to a case manager first thing tomorrow as on the chat they just said it would go against us doing another early termination as that would be two in the last 12 months, will keep the post updated