Blackberry Classic

I brought a blackberry classic on contract, I was told that I must must not switch the phone on because I was doing a sim swap, I can only do so after 4 hours, after 4 hours the phone was not reading the simcard, reported the phone, its been a week and half now, and I still don't have a phone, Cell C cradle stone, give me lots of excuses, making this my fault where by I reported the phone in 3 days, the phone was a OUT of BOX failure, but there seems to no urgency in sorting my phone out. They continue to tell me that they'll phone me but they never do and on the other if i do call them, they either busy or out. Cell C service is horrible!!! I hate the fact that they turning this matter on me and ignoring me!!!