Damaged goods received, nightmare to exchange the product for a new device

I have ordered a device as a Christmas gift for my niece. I have opened the product to pre-load some games and music for her to make her gift extra special. When I started to set-up the phone the bottom half of the screen was not working. I have contacted the resolution centre's number ***and was asked to go to the nearest store and they'll exchange the phone for new one. However, when we went to the branch and there is no in-store stock available for the whole of South Africa while they do have stock for online purchases. We have made numerous calls to IC where they have eventually logged a complaint to be resolved within 24 hours, which has already passed. I have been following up on the complaint, however they keep on saying that they are busy resolving the matter. I have asked that they phone me back and still haven't received any feedback. Christmas is around the corner and by the time that they resolve the query, the online stock will probably be sold out too. Is it so hard to get a new device what was already paid???

They really don't have the backbone to deliver great customer service. Please go to the branch and leave the phone, okay you actually can't leave the phone as it was an online purchase, please send an email to ********** okay we've logged a complaint and will get back to you? Such a waste of time driving there and wasting airtime trying to resolve the matter!!!!!!!!!! Thank you IC! Never again!