Pathetic Customer Service

On the 02/02/2015 I upgraded my contract at Autopage,Bluff were I was told that if anything goes wrong within 7 days I should bring the phone back. On the 04/02/2015 I returned to the store and explained to the very same sales consultant that one of the features on the phone does not work. I was then told that it would need to be sent for an assessment at their head office so I asked the consultant if it would be possible for me to get a loan unit as this meant me not having a phone for almost a week. I was told there's nothing that can be done. I even offered to upgrade to an even more expensive package so that I could have access to my phone as my line of work requires me to be in contact with my RD at all times. Yet again I was told nothing could be done to help. I even attempted to contact their call centre and after being put from pillar to post for 35mins the call cut. I've since had to go borrow a phone. I went into the store today as I was told to come back on Monday 09/02/2015 on to find out that my phone was not even assessed as yet by their Head office. This is totally unacceptable