Endless Poor Service

My Sony M5 was delivered on the 9th Dec 2014. On the 15th Dec I started experiencing technical difficulties with the phone.<br> <br> I then went to a Cell C Store on the 17th Dec but was informed that due to the phone being ordered via direct sales I would not be able to leave the phone instore and had to call the contact centre. <br> <br> I then called the contact centre on the 17th Dec and reported that the phone is problematic and I was informed that they will log an OBF and will collect the phone. I called the contact centre again on the 18th Dec and had made the call centre agent aware that I will be going on holiday and require the phone to be collected by the 21st Dec before 14h30 due to fact that I will be going on holiday from 22nd Dec.<br> <br> I am currently on hold with the contact centre to enquire on the above mentioned (ALWAYS on HOLD for long periods). Once the phone is collected I will have to wait for a period of 2- 6 weeks!! <br> <br> Why is it that cell C cannot seem to provide good service ???<br> <br> I have had endless hassles with this provider.