Pathetic service and feedback

i was on the phone basically the whole of yesterday (03/05/2016) just to get an update on my device that had been collected from me as phone screen is faulty and had been emailing the supervisor (Sindisiwe Nene) which had given me her email address to follow up with her on progress which she hasnt bothered to return a call or email me to say that they are still busy (which it was told to me by her that this would be escalated as URGENT and will be prompt with response. i had called on the 26/04/2016 as there was no response from her to find out the update and when emailed her with the update she had responded saying apologises for the late response and i am correct and as soon as they receive they will advise further, 29/04/2016 again emailed her to follow up and no response and then 03/05/2016 i emailed her 4 times and then called in again to follow up and was told the same thing as i was told on the 26/04 i then requested to speak to Sindisiwe's supervisor (Caren Moonsamy) which i was told that i cant they would need to call me back....WELL IM STILL WAITING! this service they provide is shocking and pathetic even MTN and Vodacom has better service delivery then MRP Mobile. i want to know what are they going to do about the urgency of my device getting me a new phone delivered to me as i see it i was in my 7 days to return the phone and be given a new one MRP took their time and didn't see the urgency and left and treated it as just another day. I expected more but i was wrong in thinking this