Phone crashed Samsung Note 20

My wife has 2 contracts phones with Cell C and 1 of those phones crashed sometime in the begining of the year 2021 which was an IPhone and was assisted very quickly, the 2nd phone crashed on the 26th July and was handed in on the 27July in the evening, this was a Samsung Note 20. Contract is not evan a year old and the phone has crashed. I have called twice now and had no positive feedback, the 1st time Brian advised he will give me feedback and still haven't received any as yet, received an SMS later that day stating my device is received, today I have called and was advised that they awaiting parts, I asked the consultant why can't they replace the phone as it's still within its warranty and this crashed, consultant advised the phone only crashed once and will need 2 more incidents before they can replace, it now 9 days and I am still without a phone.

As a valued costumer of Cell C and Samsung this is not great as a high end phone crashes and there is no immiadiate repair time line and an option to replace, Cell C and Samsung are totally losing their plot when it comes to costumer service.

Thank you