22 Days and waiting

I have purchased an i Phone 8 from MTN Eastgate, the phone has started malfunctioning by glitching while using / phone not in use, it then started getting really hot and also the home screen button was getting heated up, phone was left to cool down and later noticed that due to the phone getting hot the home screen button had shattered.

With the above mentioned the phone refused to turn on, I called Eastgate MTN and was advised it will be much quicker if I can take the phone into the Midrand repair centre.

Phone was booked in on the 06/12/2017 at Midrand repair centre, and after a few follow up calls I was advised that they can’t access the phone until the icloud / find my phone is deactivated, this was done immediately and they said they will work on the phone.

On an additional follow up I was told to call I Phone to get a letter stating this is the faults with the Phone, I Phone in Europe advised me this is not fair for a customer to be calling for details and the service provider should do so.

2 weeks later and still no feedback every time I call I am advised they are still awaiting fault identification.

In total the phone has been with the repair centre for 22 days and counting, I don’t appreciate the service being delivered by MTN, if this is so hard to find the fault why does the phone just not be replaced ? as I am going to be paying for the full months contract without having the device?

Now that the centre is closed for the holidays I need to wait a further week to get feedback? Totally not on, I need this to be resolved ASAP / proceed with cancelation of the contract as I can’t be paying for something which I don’t have for almost a month.