Awaiting replacement phone for an upgrade Nov 2015

I was due for an upgrade on my mobile phone in November 2015, proceeded to do so on 24 Nov, but on the first day I could not use the phone upon receipt thereof, it rebooted itself since the first use. Immediately went to nearest store to report it and was shown away and informed that I had to call MTN Direct for the replacement. Upon doing so, the shop called me back to rather take the phone back to the store for the courier to collect. This occurred the first week in December and I was told it might take 3 weeks as it had to be taken to the warehouse and had to be checked. Since then I have had to make numerous calls to follow up and was told that the person at the Call centre, Mamotsi was going to contact me, this occurred on 3 occasions and I am still awaiting her call on the progress of my new handset. I find it frustrating that they could not immediately swop a new phone for the broken one and that 2 months later, I am still awaiting feedback from someone at mtn direct as I was told I could not get a contact number or email address for either Mamotsi or her supervisor Sheniel. I am definitely cancelling this upgrade as it has been more hassle than its worth.