Claim successful but no replacement?

<p>Claimed on a broken phone - when I did I said very clearly not to use the same phone supplier as their service was terrible. Ffw used the same phone supplier to collect my phone then Ffw called to say phone can't be fixed but I will get a replacement.... I have called 3 times to ask where the replacement is and keep getting told that they will call me. No one has and is been almost 2 weeks since the claim was approved!!! Pathetic service... Why ask for feedback if you don't use it </p>