Service failure on all levels

I took a cellphone contract on 08/07/2015 of which within the 7 days I found that the device was faulty and returned it to the store 13/07/2015. I was told to wait 2 weeks before the phone can be replaced, although it was an out of box fault. To my surprise on 21/07/2015 I received an SMS advising the phone is booked in for repairs. In a nutshell - almost a month later, I did not receive a replacement device or the repaired device within the 2 weeks that was stipulated. I returned to the store & requested a cancellation when there was still no update as to when the issue would be resolved. I've had to wait over a month for them to give feedback regarding my cancellation. I then finally received a call on 04/09/2015 from Zipho who apparently is from retention's, and pretended to have my interests at heart and was \empathetic"towards me. She proposed that she would send a request to have my cancellation penalty waived and someone would contact me to give me a new handset & it would be delivered. None of this has happened"