3 weeks waiting for reversal of upgrade

<p>I took out a contract for a Sony M5 on the 24/06/2016. <br />Please take note on date of purchase the plastic of the phone's box was not sealed, I can only assume that it was opened at the back of the store.As it was the last Sony M5 in the store. According to my knowledge it is not standard protocol but, I gave the Sales representative the benefit of the doubt.</p> <p>On the 28/06/2016 we brought the phone back because it was faulty and had a lot of glitches (5 days after purchase). The sales representative from the Vodacom shop Klerksdorp (Flamwood walk branch) received the phone and assured me that on the latest I would receive my new phone on the 05/07/2016. I specifically asked her what the worst case would be and she assured me Tuesday, 05/07/2016 nothing later. I phoned her on the 05/07/2016 she then told me that they could not reverse the contract as they did not know the lock pattern. We then contacted the regional manager to resovle this, so that I can receive another phone. I gave him the lock pattern and he assured me that it would take 48 hours then the upgrade will be reversed and I can upgrade to a new phone. Yesterday he phoned me telling me that there is a big back log at head office to do reversals so he cant tell me houw long i am going to wait. Which is unacceptable. Today I phone vodacom head office and spoke to Lesago Keikabile and she told me that there is no record of the sony that was sent back as well as no reversal. She then explained to me that reversals can not be done from head office it must be done at the branch. So what now?? I Spoke to a sales reprasentative at the branch, the manager at the branch, the regional manager and a upgrade representative of vodacom head office. Can no one resolve this and just do the reversal?? Does it really take this long to get service?</p>