Delay in service

REQ:*** As per your reply on previous report I handed in the faulty device on 25 January. To date I have not had any communication from Mtn regarding the assesment of the device. I contacted them myself and were told it was only received on 3 february!! The delay in assessing the phone for replacement is ridiculous. I have been paying an installment for a phone which has been either faulty or in repair so I barely had any use of it. The call centre informs us the matter has been escalated but can not tell us what that means. I need this matter to be resolved now and am extremely dissapointed in Mtn's lack of care for its customers.