Faulty iPhone after online/telephone upgrade

I have been trying to get hold of someone to find out what the procedure is when you have upgraded telephonically via the online department. I have a iPhone 5S and the middle button gets stuck. I have been told by various departments to call the next department. I have now been holding for 58 minutes and the call then cut off! This is ridiculous! What service am I paying for? I need my phone exchanged!