Lack of urgency from Finrite/Edgars

These administrators have no sense of urgency I would just like to know if the IMEI number is different on the box and how how is that my problem they should than take it up with the Edgars East Rand Mall cellphone department and reaolve this issue so i can get the phone back or tbey should replace it.I cant keep calling or send emails is this really how loyal customers are being threated between Edgars and Finrite i hope they resolve this ASAP