Not Happy with the service

ordered a phone (Sony Xperia M2 Aqua) on one of the Foschini's online stores and it was delivered to me this morning, have been on the phone with one of their Agents Idris (hope I spelt his name correctly), the phone worked for less than 30min and it gave me a system error, not on the documents and booklets that were delivered with the phone, they clearly state that if a phone if OBF I can take it to one of their stores with its original packaging and its either I can get a replacement phone of a refund, now when I enquired about that, I was told a different story, now in one of the documents it says I need to call their call centre number and they will arrange a courier to come collect the item and now they are telling me that cannot happen.. I am really not happy with the service I received from Foschini, I am very disappointed at the level of customer service, been calling the call centre the whole, and all I am getting is apologies not solutions... can the managers please deal with my query and treat it as urgent.. because I need a new phone, as will be travelling, I will not wait for 2 weeks