MTN poor service delivery

I have been one of the oldest customers of MTN but never have I received such poor customer service from MTN. I took a new Samsung A30 from MTN Woodlands, Pretoria for my son. Due to work responsibilities he did not open the phone in store but opened it at home later that evening. The sim card holder refused to eject. My son took it back to MTN Woodlands the following day. He was told that the store will not exchange the phone and has to send it for repairs that will take a week. After 10 days without any feedback I phoned the repair centre which indicated that the phone should have been exchanged in the store. From there everything went south. MTN Woodlands does nothing to get the phone nir exchange the phone. Now I am told it will take six wees. The manager promising to phone me with feedback did not phone me. When asked why he did not phone me it was insisted he did, but there were no incoming call from MTN Woodlands. I am apalled by the arrogance and poor service and will think twice recommending MTN Woodlands or fot that matter MTN. If this issue is not resolved it may be time to change contracts.