Less than stellar customer experience

Very unpleasant customer experience. I have made in excess of 9 phone calls attempting to have my new upgrade collected and replaced (faulty). I have been shunted back and forth from department to department, I have been told that I would be called back, which did not happen, I have requested speaking to a line manager and have been told I will be contacted, which did not happen. I have been told that the collection has been logged and on inquiry of when, was informed they have no way of telling me and that I just need to wait for when they arrive. I was informed that the phone would be collected and there was an in excess of a 2 week lead time for them to process the returned upgrade before I can order a new upgrade. When I informed them that I was unable to go without a phone for that period of time, I was informed that there was nothing that could be done (the phone is faulty, why am I the only person being inconvenienced?) When I requested speaking to a manager, no one was available. There also seems to be two systems which do not correlate. Some service staff have access, whilst other do not.