2 months since uograde - still no phone

After having NUMEROUS problems since I started with the upgrade of my contract in November 2015, spending hours on the phone for someone to answer the phone and then trying to sort problems out, receiving a phone just to have it sent back two days later for an \out of box failure"";but we are already 2 weeks into the new year! i am now fed up with the whole upgrade issue!!! 2 contracts upgraded in the last two months with problems on both upgrades. Enough! Surely it can't be this difficult to upgrade a contract?"""