had a Aqua for 3 days and was waterdamaged

Complained about Sony Aqua cell phone on Hello Peter and received an email from Melissa Warren at Customer care saying that i am a valued client and i should send her all the details of the Cell phone. Which i did immediately....2.5 weeks later after asking what is going on, she emailed me back asking for the details again.....How on earth does that work for customer care. It is easier for me to send details again than her looking on her emails for my email she obviously MISSED in her busy day. Why is it that Customer Care sucks so badly....yet they want us to buy Sony Products......It is unacceptable and i will go to the radio and more to get a result. I paid R5000 for that cell phone for 3 days!!! I am sick and tired of the public being taken for a ride and say they dont fall under the CPA...