Mobile phone service?

Have you had good service thru Cingular? I just got a free upgraded phone via online and now it's not working. I called the 800 number provided and I was on the phone one hour and 25 minutes and talked to 10 different people before they finally ordered me an exchange phone. No one knew who I was to talk to or how to go about getting it done apparently. I'm not sure I'm going to renew my contract with them after this!