Find me a resolution,your procedures do not work!

Hi, this is really my last resort. After giving you the opportunity to handle my complaint via your Complaints tool and not receiving a response within the said turn around time, this is where I find myself,<br> <br> I have been experiencing numerous faults with my Blackberry handset , for last +/- 6 months. On my third booking into your repair centre , you gave me a refurbished phone as per your policy which I accepted .The phone is a lot worst that my initial one, Clearly your repairs process is not working, When I visited a franchise of yours, they suggested I go to Midrand. I have wasted a lot of time trying to get a phone that works . I am not able to make use of my data or airtime as the phone is terribly frustrating. I am paying for something I cannot use and that has stopped working before 24 months.<br> <br> I want a resolution that works for me. A new phone or backdate and cancel my contract .It's not fair to pay for something that does not work. I followed your procedures and that does not work either. Your hold times are ridiculous ,currently holding on for more than 10 minutes for your repair centre ,after your consultant transferred me without telling me what dept I was going to