Bad Customer Service

I completed forms 2 weeks ago for my cell phone upgrade that was supposed to be delivered to the store by the 1st of May, after numerous times queing and not being helped, I decided today to spend some time there.<br> Well almost 3 hours later, I have left the store still without my new phone, as the consultant has not processed my forms on the system yet and now he claims that the system keeps on crashing and thet the system is slow. Something needs to be done because a 3 hour waiting time is ridiculous.