Poor Service Delivery

This is with regards to an Upgrade performed on the following MTN number ( ********** ) this is 1 of my 4 contracts with MTN. I did the upgrade over the phone, the consultant who assisted me was Ellen Magagula (Very Pleasantly Assisted), the upgrade was performed on the 21st of December 2017, I received the phone on the 3rd of January 2018. The device was faulty, I had to return the phone I contacted Ellen Magagula and she was very helpful, it turned out I had to to return the device to an MTN direct shop, the nearest one was 120km from me, Ellen Magagula told me she would arrange a courier but it will take a while, I decided I can not wait and I drove to the MTN direct shop and returned the phone on the 6th of January. No communication was made to me since then, there is a 7day out of box failure warranty...what use is this if the phone is still not replaced until today the 13th of January, My employment requires me to travel, I am leaving on the 14th of January and will only be returning the 2nd of February.

I will not be paying the subscription of the device until I receive the phone, MTN must credit my account with the value, I don't mind paying the other fees for the contract.

If I do not receive the phone by the 19th of January I will request to cancel the contract as MTN did not comply with the contractual agreements. This is within my rights.

I ask that MTN please phone me to inform me what is going on, Please contact me on ********** .

Thus far I would just like to thank Ellen Magagula the employee who assisted me thus far for the assistance received.