Replacement Handset

I upgraded on 11 Feb 2015 over the phone with MTN Corporate, and got a handset delivered on 12 Feb 2015 at my work premises. The handset has a faulty battery and a screen that freezes very frequently. On 17 Feb 2015, I requested that the handset be collected and replaced since the 7 days return policy allowed. All my details (address, company name etc) were re-taken and I was promised the courier company will collect the handset. Nothing has happened since. I called again on 19 Feb 2015 to follow up, and was told they only needed the name of my company, which was originally given during the upgrade and all addresses given on the initial call to request a replacement handset. This delay is frustrating and very unprofessional. MTN was very quick to deliver the handset, but now that there is a problem with it (me requiring a replacement), there are these delays. <br> Coupled with this is that if an upgrade is done over the phone, why am I not able to request a replacement handset through a walk in store. I went to a store on 16 Feb 2015 (Rosebank Mall) but was told I cannot exchange/get a replacement since the upgrade was done telephonically. Such unfriendly rules/bureaucracy.