Long delay when ordering a phone

[xwu]

I upgraded my phone on November 29 through My Account, but still haven't got the phone.  Talked to Customer Service many times, spent hours and hours talking to various agents and supervisors, but still cannot get a simple answer "when can I get the phone"!   They told me new phone was delivered to my address and signed by someone called "Mark", so they need to fined the lost phone otherwise they can't do anything for me.  Almost two weeks passed, I'm still waiting..... Need advise to deal with this.

[FidoFrancois]

Hello @xwu, 

That's certainly not the experience we aim for when you're ordering a phone. Could you clarify if it has been 2 weeks since you ordered the phone or since the investigation into the lost package has started? 

Did you receive an ETA about the case update or resolution?