Salt Wireless - can this be the norm?! (Geneva)

Hi everyone, I went to Salt and decided to get a new iPhone with a 2 year contract. I paid for the phone on the spot, signed the papers and 16 days later, still no phone! I called and after being on hold for a long time, several times, I sent an email and their customer service replied stating that my phone may arrive next week. Is this the norm in Switzerland? Or perhaps this particular wireless phone carrier is not very responsive? I'm just perplexed by this inefficiency. Thanks!