Where is my upgrade?

I was told Thursday 30 November, my upgrade would arrive the next day. I then called to see where my phone was, and after being told that the system was down, and having been on hold for 25 minutes with NO answer, I eventually got told I would get a call back... This never happened. I eventually spoke to someone who then said that my phone was not dispatched and that is why I cannot trace it... When it will be dispatched is still a mystery to everyone I speak to, as it is now 4 December and the phone has not been dispatched.

Useless overall service and nobody knows anything beyond what their screen tells them (unless it is scripted it does not get answered)!!