Cell phone replaced...

Yes, my broken cell phone was REPLACED. Exactly what it says in the title. Fido doesn't let me ship it off to get it fixed but instead they gave me phone that they said might be new or it might be old. I said, "What the fuck? I paid for a new phone, it gets wrecked, so I get a phone that MIGHT work?". I thought it was bad customer service and not only that but now I disagree with the policies they have created. Then the guy says that it's too my advantage and convenience that they exchange it quickly at the counter. My response? "How the fuck is it to my advantage and convenience that I get a coin flip phone that may or may not work. So he stuttered away not knowing what to say to that. Anyways, I'm guessing it is an old one since it has a little dent on the side and obviously since it came in a zip lock bag at the store wrapped with an elastic band. Who were they trying to fool?