Phone with factory faults

I signed a new contract on 24 Jul 2015, I was never able to utilise the phone as a result of technical issues, I took the phone back to the store on the 29 Jul 2015. Criselda indicated to me that I will be provided with a new phone right away should technical problems take place within 7 days and will only be booked for repairs after 7 days of purchase. The store manager refused to give me a new phone as promised because apparently he is not authorised to do that he took the phone for reairs and I will get feedback after 10 days. Could CellC kindly ensure that this issue is resolved in a dignified manner and FAIRLY.