Nobody is coming back to me

I got a cell phone upgrade in October. My phone's track pad was faulty. Because I took it back within 3 months, it was still under guarantee. The phone was send for a warranty assessment and I was told it will only take 2 weeks. <br> 2 and a half weeks later I went back and spoke to another consultant. The warranty assessment was approved (and no one let me know) - ***. Then the consultant saw that there is only 2 such phones left in SA and he will try to get one for me. He promised to phone me within 24 hours. 5 days past....<br> I phoned the branch and a very friendly person tried to assist me but because the specific consultant was not in, he could not help. He promised that he or the other consultant will phone me back within 24 hours....<br> No phone call came.... I tried to phone the shop after another 2 days but nobody answered the phone. Again I had to go and sit in looooong queues. Finally Timothy assisted me. He was very helpful and escalated my case to his supervisor. Yesterday, he mailed me to say he is still busy with case. He is great but it looks like the people on top is dragging their feet. I NEED A PHONE! DESPERATELY. CAN SOMEONE PLS MAKE THIS HAPPEN.