bad service

I took out a new contract via phone 3 weeks ago, spoke to a gent by the name Vusi, service he provided excellent, but the 3 weeks late the phone stopped showing protected, my husband tried everything to get it working but no success, just to get the reply when we phone that because its a new phone that was launched in the market, the program need to be downloaded again. we phone cell c complaining, getting the reply last Tuesday that they will collect the phone and send it in for repair. I am not happy because I took a contract now I have to be without a phone. Its now nearly a week later and still no phone collection form Cell c and no phone for me. I spoke to them Friday the 14th and wrote an email to Vusi saying that maybe I should have the contract cancelled if I have a phone that will be in for repairs more than in use. My complain is the after sales service form Cell C. Quick to sell a new contract but bad to follow up and keeping their clients happy.