6 weeks to exchange a phone

<p>My husband sent his CAT S40 phone in for repairs on 13 March 2017. We were advised to return to the store 3 weeks later. Upon returning we were told that the phones' sim card reader was not working and that he will receive a new phone in its place and that they would phone us when they had the new phone. After 5 weeks we tried to phone the branch, who never answers their phone, and then phoned the sales contact centre. We were then told that they are waiting for an exchange and cannot tell us how long it will take. This is now week 6 and still no answer. Why does an exchange take this long and what exactly do they mean with an exchange? If the phone has to be replaced that means he should get a new phone, so why an exchange? He needs the phone for work purposes and waiting 6 weeks is simply not acceptable.</p>