Experienced Technician not so experienced

Good Day, I had a very bad experience with Finrite(Truworths ) this passed 2 weeks. I have a replacement phone which I received from Finrite in June 2018. I called Finrite to report the broken phone on 1 Oct 2018 and they send me an sms saying I must pay excess before it can be fixed. I then called them again to get the amount and I paid the R380 . I received a message saying the repair is done and RAM Couriers will deliver the phone on Friday 5 Oct 2018. Upon the receipt of the phone I charged the phone for a while and I then wanted to download all apps like before. I realised the screen was lose and the button fell in and the battery was still the same old swollen 1 which they said they changed and inserted a new 1. While trying to dowload app I realised the phone is freezing and when I type the return button it types 8 continuously. I tried calling them again to report but couldn't get through. I went home my son took the phone and complained that it's more broken than fixed. Monday morning 8 Oct 2018 I called and reported the phone and spoke to a consultant who then transfered me to a guy called Mandla and he assured me that they will book collection and RAM will collect Tuesday morning 9 Oct 2018. Tuesday morning I called them again coz I didn't receive any sms from Ram with the tracking nr. for collection and I was told they will collect Tuesday or Wednesday which is today. I now write to Hello Peter coz since Monday I haven't received any tracking from RAM which means collection was not arranged coz they usually collects in a day. When I spoke to Mandla I explained that the phone is more broken then fixed and it's my son's phone and we don't have any contact since I'm at work and he's going to school without a phone. This phone also wakes him up for school coz I leave early while he's still sleeping in the mornings. What if something happens to my son and he cannot contact me coz he doesn't have a phone and I can't check up and see if he's OK while I'm at work. I told Mandla if something is to happen to my son and he couldn't contact me I will hold Finrite (Truworts)responsible coz they supposed experienced technicians broke the phone more than fixing it. I told them to collect asap and that I want a new phone and won't pay any cent more coz I've paid R380 excess for a phone to be broken. This is very inconvinient for me and my son coz I'm stressed at work not knowing if he's OK or not. If I took that phone to the Indian shops it would have been fixed properly for much cheaper I want this phone to be picked up today and want a new phone by Friday I'm so ****ed......Somebody better contact me soon or I'll contact the Insurance Ombud like I told Mandla and the other consultants when I called them. So ****ed......