New upgrade - software crash

Good day, on the 17th November 2015, I went to Brooklyn mall to get advise on my new phone as it would just shut down and then would not go back on and while I was there in store the phone did it again and then I think the his name is Shaldon who was very help full and one of his associates suggested that it should be booked in for the repair centre to look at it as it is still a new phone and also in excellent condition. There opinion was that the phones software crashed, which made sense. Then I phoned the store on the 28th Dec 2015 to hear from the lady who answered the phone that they've send the phone to Cell C for repairs or something and I should phone after 2 Jan 2016, by then they'll have an answer on the device. I phoned on 4 Jan then I could not get any answers and phoned the Call centre only to hear again that it is still with the repair centre. I think on 5 Jan 2016 I went in to the store and the same consultant helped me also saying the device is still at Cell C but he would get his supervisor to phone and find out whats going on as the call centre wouldn't give him or me any serious anwsers. Yet I am paying every month my account and funny I have no new device? Pls