I put my One X back earlier in the year. Using their online tracker, after 10 days the repair centre claimed they hadn't received it, the shop claimed they sent it a week previously.

I went back and forth with both, and magically, later that day it appeared to have been delivered.

Once there, it took another 8 or so days to ship and get back to me. Not a pleasurable experience, but they did cancel line rental that month by way of apologising for "losing" it.

I sorta wish I'd kept Orange Care; my first handset was reported broken at 3PM and I had a replacement at 1PM the next day!

 

Call customer services, they might give you some money off line rental for having it for a while (that's what I did).

 

I found the repair centre itself to be very good and quickly dealt with my phone. They received it, fixed it and despatched it within a couple of days. The problem I had was with the shop which took almost a week to get the phone to the centre and then seemed to lose track of it once sent back to them. Overall it took around a fortnight but most of that it seems was because it was still at the shop.