Extremly long wait, DOA and more waiting.

I pre-ordered a Nexus 6 on 2014-11-28. Order number 4AVP-5F05-2218. After waiting, getting estimates when it will arrive - which were ALL wrong - I finally received (2015-01-20) my Nexus 6 only to find that the back cover was popped open - it should be a sealed unit. I emailed Orange IMMEDIATELY with photos and all. After NO response for like 3 days, I called Orange to hear what was going on, and thereafter they started some funny returns process. A courier came to collect the broken phone (2015-01-23). <br> <br> I still have NO idea what is going on, when will I receive a replacement? I don't get any real answers from the support team, all they keep saying is that they are still waiting for the phone to arrive somewhere in the UK. According to the tracking of the courier that picked up the phone it arrived at it's destination 2015-01-26.<br> <br> They phone was DOA, why can't you send me a replacement? What is going on? I'm really sick of waiting and your bad customer service.