Device not up to standard

I upgraded my contract on Sunday the 14th July and recieved my device at 4pm.The customer service rep at the Phoenix plaza branch checked the device and added the screen guard. The phone looked good and all was well. as the days went buy I noticed a dot under the screen guard which I thought was dust. My friend told me to check to see and remove it. After removing the screen guard I notice that it actually is a dent. I went to the store on Friday at 4pm they told me to call the service center to help me. I called the customer line on Saturday they told me they can not help me as the team that deals with it is not open and I should call back on Monday. I called in today the 1st agent told me it's past the 7 days so they can not help me. I called in the 2nd time the agent told me that they will transfer me to the tech team.however while transferring me the call ended. I called in the 3rd time spoke to a lady she said she will transfer me over. I now got a hold of the tech team and they said they will transfer me to the pick up department to organize to pick up my device instead she transfered me to the survey. I called in again and I was transfered to the tech team then they transferred me to another department who never picked up.

How many times do I have to call in order to get help???? I am your loyal customer for years and this is making me loose faith in your service. I have purchased a new contract which isn't cheap and have concerns with the device u sent me and now am i expected to ignore my concerns???