Bad Communication, Damaged Goods, No Reply

I ordered and paid for a Sony M4 Aqua (02/08/2015 10:56 London UK Time) and it was shipped from Orange HQ on 10/08/2015. The phone was malfunctioning out of the box - the speaker phone was not functioning and I could not hear phone calls. I followed up wih Sony. After interacting with Sony and using the phone's diagnostic tool, it was confirmed that the speaker was not functioning.. Keeping in accordance with Orange's return policy, I posted the cellphone to Orange HQ in Johannesburg (02-09-15), before it could be sent back to Orange. Orange received the cellphone and confirmed that the speaker phone was broken and the cellphone was sent to the Sony repair center accordingly (20-09-15). Ever since, I have repeatedly sent emails and made numerous phone calls to no avail. There is no signs of communication on behalf of Orange, who still have not delivered my product and have incurred additional expenses on my behalf. I don't know where my cellphone is now, but I am in urgent need of it and I am very unsatisfied doing business with Orange.