Bad service on exchange of damaged goods

Pep Cell and MTN gives the worst possible service ever. Having returned my phone with a factory defect and now waiting a month the only feedback I receive from MTN is that the phone needs to be exchanged by the repair centre and the store can not give me a new phone. When I asked for the exact date that I will get my new phone I was told they are waiting for stock and just to be patient. The poor manager at Harrismith Pep stores does not know what to do. She needs authorization to give me a new phone but PEP CELL CALL CENTRE does not answer their phones so she can't get the necessary authorization. I am stuck and losing thousands of rands daily since I can't continue with my business. I simply want my phone back so that I can continue with my work. Can somebody please assist or is this to much to ask as a paying customer?????? You have a return policy of 7 days because you know that the phones are defective and when the phone starts acting up after that period the customer must wait????? Since when is the customer not the most important person and customer satisfaction not important. I have been patient with this poor service but ENOUGH IS ENOUGH.

GIVE AUTHORIZATION AND GIVE ME A PHONE MTN THIS IS ON YOU NO WONDER PEOPLE DO NOT WANT TO BE WITH MTN RIDICULOUS PROCES AND POOR SERVICE DELIVERY. PEPCELL AND AREA MANAGER FOR HARRISMITH NEEDS TO GET IN ON THE ACT AND ASSIST AND MAKE SURE THAT THE CUSTOMER GETS SOME ASSISTANCE HERE.GIVE ME MY PHONE OR MY MONEY BACK SO THAT I CAN GO TYO VODACOM AND GET A PROPER PHONE THAT IS NOT DEFECTIVE!!!!!!