Cellc bad service

I upgraded on my cell c account,i received my upgrade package bundle on the 19th of September only to see the delivery driver drop the box,i opened the package to find out this item is not working as it should. Ive been trying to email n call cellc to come and replace this default item for the passed 7 days and no one is getting back to me. Is this how they treat loyal customers. I want this item upgrade replaced or i will not be paying my cellc account any longer. Cellc is quick to do upgrades but customer service is up to **** when it comes to returning a default item