Replacement

Damaged phone to be replaced through I-care claim, booked in on 16 March 2014 and advised on 4-5 days lead time to receipt of replacement phone. To date no replacement received, nor any update or information received from Apple, and it's been 10 days... Went to the store where phone was booked in, staff couldn't assist... Phoned the repair center to log an additional query, advised that technical department will phone me with an update but still no information or call received... Great brand advertised and good to use, expense though, but after sales service results to being questionable - you don't seem to receive the service you paid for (I-care paid for but doesn't seem to help at all). I have a Samsung S5 as well and support from Samsung is unfortunately in a much better league than Apple, at this stage regretting buying another I-phone (not my first and only Apple product, in fact - spent A LOT on Apple these last couple years and definitely did not expect this). When asking to, under the circumstances, exchange the unit for an upgrade to speed up the process and I will be willing to pay in difference - also rejected. Sitting with NO PHONE and Apple simply passes the buck...