Managers are to afraid to handle customer issues

I purchased a phone through Cell C sent the phone in for repairs, as it was a OBF yet Cell C refused to exchange the divice within the 7 day period. I was told by Cell C that the phone had gone to LG for the repairs and that they did a software update, I called LG spoke to a lady by the name of Nabila, very helpfull she refured me to Chris who I could not get hold of. Goodman then called me and stated the repairs dont get done there they have a out source company that do their repairs. I asked for them to elaberate on what their findings were they could not answer me. How can a phone that works great for a month after factory data resetting the phone, then freezes, back bottons dont work, bottons disapear when in certain apps, stating waiting for wifi yet the wifi signal is full and running at 72mbps be a software issue. I was told the phone must go back for further inspection. Surely who ever checked the phone should have done it properly to begin with, when asking to speak to the manager I was told that he would tell the supervisor to handle it and I must know theres a chain of command, well we all know that. I as a customer does not want to speak to a supervisor, I want to speak to someone in proper authority and I want this resolved asap, I am not Bill Gates and cant just buy a new phone if I was Bill Gates then this phone I wouldnt have bothered with but I am now using a borrowed phone so I can do my work as my work. If this is how Cell C and LG work sorry wont ever do business with either again. No customer relations and yes I will scream shout and swear cause your not doing anything to assist.