Upgrade to new hanset frustration ***

I am very unhappy with the service I am getting with the upgrade of my handset. When I called in I was assisted so professionally but now that I am following up on when I will receive my handset there is no one with a straight answer. I am very unhappy. I have had this contract since 1992 and this is the first time experiencing this. If they don't have the device why don't they call and offer alternatives. They always say they are sending Naydene emails to get back to me and I never get a call. I feel clients should be treated like gold especially in our economy but clearly it's not the case here.