A Brand new phone that stops working. Not even 1 month old

I've send a message to Ackerman's last week regarding a phone that my wife bought and up until today I have not received concrete feedback yet. All I get is that this matter has been escalated. My wife has her catering company and has been sitting 2 weeks without a phone and 2 weeks with business. Ackerman's don't even has the decency to call me. Pathetic customer service.