Poor Service and Response from Cell c

Hi my name is Mr D Reddy, last week Monday 29/02/2016 I have upgraded my contract with Cell c. My handset was delivered to me on the 01/03/2016 by the courier company. Upon opening the package and using the handset I picked up on Wednesday that the handset (Brand New Samsung A5 2016) is heating up. I called the Call centre on Thursday last week and complained to the Agent, the agent then stated that they will have t get the courier company to pick up my handset and repair it. OMG this is a brand new phone and needs repairs, is this Legal. As a consumer is this what we need to go through. I then asked the Agent to let me speak to a Manager, apparently the Manager was out on lunch, I was assured that a Manager would call me by COB on Friday, Today is Monday 13.58 and still no call from Cell c. This to me is Poor service delivery and it seems as though Nobody is even bothered to look into my query. If I understood this correctly I have 7 day's in which I can exchange a faulty handset. I am ****ed off and very disappointed with their service honestly.I have called the call centre again today, I get transferred from 1 department to another. I need someone to call me regarding my query