Better Service this week from SARS than from MTN by a mile!

I've never had issues with MTN before. I have two contracts with MTN and have never missed a payment. I upgraded with MTN direct last week Tuesday 3 May. After a phone call on Thursday 5 May from MTN to tell me that the delivery comapany was at my place and I wasn't home when I was told they would call to arrange a day AND I work from home and was definitely home all day they said they would let the delivery company know. I recieved a call from the delivery company an hour or so later and they delivered on Monday 9 May. When I plugged the phone in as per what the instructions in the user guide said (Experia M4 Aqua - "charge for at least 30 mins before switching on for the first time") the charge light did not come on. I plugged the same charger into my old phone and it started charging so I assumed it was because it was the first time charging it. I left it for 30 mins but the phone would still not switch on afterwards. I took it to MTN at the Grand Parade (Cape Town) on Tuesday 10 May. They plugged it in and the charge light came on - it would not switch on but the guy said it's because it was still flat. I asked if I could return it and they said they could not help me and to go to Golden acre. At this stage it is worth noting that I accidentally tore the box when I first opened it and that the guy at the store then tore it further. At Golden Acre I was told to call MTN direct. On insistence that the other store told me to come there, they said I could hand it in so that they could send it off to the technicians to check but that MTN probably won't accept the phone back with the box torn. This within the 7 day cancellation period. They suggested I take it home and charge it and use it for a day or two to check if it was actually working fine now that it was charging. I did and it charged to 100% and worked for a day. When the sim card was activated it was on 82% and I started setting up the phone on Wednesday night 11 May. While doing so the screen went blue and the phone died and would not switch on again. Also would not charge again. I phone customer service the next morning 12 May and after being redirected 4 times by irritable staff (thus far only having dealt with irritable staff at both shops as if I was an inconvenience to them) I finally spoke to someone who was friendly and actually willing to help and said to go to the store. I said the store told me to call MTN at first. She then said that she would get my sales consultant to call me to arrange a pick up and I would then wait up to 21 days and get a new phone only IF they found that there was something wrong with it. Thus far I had been patient and friendly despite all the inconvenience and rudeness as I am not a difficult or argumentative customer (it's not in my nature and I understand that Companies have procedures). I was already almost to weeks after the upgrade and I assumed that after everything I would at least get a call the next day. Still no call. I'm now losing patience and I feel that it may just be easier to cancel the whole contract which I assume they won't accept because the 7 day cancellation period it up. This week I had an issue with SARS as well on an Audit that was late. I called, they finalised the Audit SAME DAY and paid out my Refund 2 days later. If SARS can be this efficient then there is no excuse MTN as I assume they have to deal with far more people in South Africa than you do. Can someone PLEASE help me now as my current phone is on it's way out!