waiting for 2 weeks for replacement phone

i took out 2 contract phones on the 25.07.2015, the button was faulty on one of the phones and I returned it within the 7 working day period. I am still waiting on the one phone to be replaced and even though the agent is very helpful, I am currently using the sim card on an old phone, which doesn't allow me to use all applications that I require. Service delivery definitely not up to scratch, as I am waiting for more than 2 weeks for someone to acknowledge on the system that it was in fact an obf.