Deplorable Service

Handed in my faulty upgrade device at an Mtn store on the 8 Dec 2015 within the 7day requirements. It is now 24 Dec 2015 and the device is still on its way to the Midrand warehouse. Its an Opf phone, which means returned to an Mtn store within 7days of receiving a faulty device. Isnt it just out of decency that you at least inform the client as to what is happening? Phone call after phone call to Mtn no one can tell me what is going on. The returns department will be incontact. Now they come out today with a 21day working period, call next week for a update. I am utterly ridiculously digused with your service and client care