Cellphone repair policy

My phone was handed in for repairs on 25/5/2015 at Virgin Mobile Cape Gate. It took the courier service used by the Provider up to 2 weeks to collect my phone and whilst paying for a Samsung S4, I am offered a basic phone to loan which can only make/receive calls and send sms's! It is now 3 weeks and I only received a sms today that my phone is queued for repairs. Surely the provider must know how inconvenience it is to be without a phone and to give priority to a repair to a damaged phone which is not my fault as the phone warms up when in use. Surely also, I should get the same type of phone to loan that I am paying for! The store manager did however log a call for urgent repair after he noticed it took the courier two weeks to fetch my phone. Please make use of people that is prepared to deliver a service Virgin Mobile, your courier service provider is sucks and give your customers decent loan phones. Other service providers fix phones within 3 days f... should make you think!!