Cell phone damage

Good Day<br> <br> I obtained a new cell phone on the 15th November. On the 16th I lodged a complaint regarding my new cell phone and handed the phone in. I am still waiting for a response from the store regarding the 'so called' enquiry into the damange on the phone. This is very concerning as my phone was new and within 24 hours , I had already problems. I am now waiting over 2 weeks for a new phone to be investigated. Fairly speaking, this phone should be replaced as clearly there is a problem. In addition , the store is extremely poor on responding to the queries at present. Can you please assist !!!!