Faulty device replacement - still waiting

[SoulReaper]

I ordered a new Samsung device as part of a device swap for my current device, upon receiving the new device it was faulty straight out of the box. No visible signs of damage to the sky delivery box or the Samsung box, I broke all tamper seals as expected so device would appear brand new from Samsung.

I called sky and scheduled the replacement for the faulty device to be falsely assured the device would be returned and a brand new replacement sent immediately. This obviously wasn't the case and have since been told multiple different stories for what's happening. Procedure apparently is upon receipt of faulty device 10-14 days before a new device will be dispatched to me.... obviously I'm not happy with this why am I as the customer waiting for the initial faulty device checks?.... I never received a working new device in first place so is not a repair or replacement surely a new device should be dispatched immediately? I also still have no idea when I will receive my new device I'm currently 9 days after ordering a next day delivery device.....

[caesarome]

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@SoulReaper wrote:

I called sky and scheduled the replacement for the faulty device to be falsely assured the device would be returned and a brand new replacement sent immediately.

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Personally I would be surprised if this was the case as Sky would want the company that handles the returns to inspect the phone first and only if it is faulty and can not be fixed would it then be cancelled allowing a replacement to be ordered for you I would have thought.

Usually returned phones take 2-3 weeks to be looked at so if it has been more than this then you could try putting in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[SoulReaper]

But as a customer I wouldn't accept repaired or refurbished as I have ordered a brand new device. Surely as I immediately identified the device as faulty and have not requested refund or and other payments/discounts and I have proof of sending therefore device is no longer in my possession they can assign a new device to my credit agreement? 

Why should I as the customer be made to wait the extra time period for Sky/third parties error/faulty device?