Sony Aqua - disappointment

The saga still continues..it has now been over 3 weeks and no joy. I have been told how valuable i still am but i have not received my new Aqua phone they promised to be courier to me. I have phone the customer care where i very polite foreign lady smacks honey al over me but which i had to phone for the 2nd time to find out why no one has called me back. Apparently the customer care manager has not given her feedback. I am gob smacked at what South Africans has gotten use to. It might mean nothing to Sony Erickson but i will not stop reporting extremely bad service and will **** Sony as much as i can. I really want to get the sms from the supplier that Sony sent to the manager stating not to divulge the information that they are having problems with the aqua phones. Then i want to see how South Africans respond to this information. All i want is a new phone for the one that was faulty???? is that too much to ask? Consumer protection act?