Downgraded 15 day and counting

I upgraded *** 3 weeks ago and my bew phone lasted 4 hours then it went grey screean has stayed that way even if its battery is full<br> <br> Called ur call centre the next day to report it they said i must wait 7 to 14 days for the phone to be collected i cannot take it to a branch for a new one and i cannot get a new one the phone needs to go and be assessed and my upgrade cancelled and then i must re upgrade online<br> <br> Its now 16 days i do not have a phone this was an extremely bad experience with ur online department i could have just gone to a store paid 150 and gotten a phone<br> <br> Please can someone tell me how much longer ill be without a new phone i still want the exact same phone which your website says if device is faulty it should be replaced but from experience with ur call center i clearly do not understand ive called twice this week still couldnt get a note or a date or a lie or something