Absolutely pathetic service

I upgraded my Vodacom contract on Dec 18 2017. In hindsight I wish I hadn't because the "after sales" service has been nothing short of pathetic. I upgraded to the Xperia XZ1 (with a PS4) and was told to expect delivery in 24-48 hours.

2 days later the PS4 and a simcard were delivered - no handset. I immediately phoned the upgrade contact centre ( ********** 4) and was told that there was a mistake and that the handset would be dispatched and should arrive within 3-7 working days. That already is painful as the promised "next day delivery" was not entirely fulfilled but regardless, I didn't mind waiting a bit for the device.

On Dec 28 2017 I phoned again to follow up and was told that they had no record of the manual dispatch as "that department is closed" and I would have to phone back in the New Year. Fine.

On Jan 2 2018 I phoned again and was told that they are still closed but would open "tomorrow" and that I should email ********** (for some inexplicable reason??) to request the manual dispatch. Great... please let me do your job so that I can get what I've paid for. That email returned undelivered anyway so whatever shoddy 3rd party service that is supposed to be doesn't work anyway.

I phoned the upgrades department again on the 3rd Jan 2018 and was told that the department is apparently still closed and would only potentially open next week (week of 8th Jan) but that they actually had no way of knowing because their access to facilities was limited. To Vodacom's credit at least the consultant I spoke to was apologetic and tried to assist.

I've now been waiting almost 3 weeks for a "next day fulfillment" and have ZERO answers as to when (or even whether?) I'm actually going to receive my upgraded device? I find it absolutely ridiculous that a single department, which apparently closes for weeks at a time, is responsible for fulfilling device upgrades? Not to mention this 3rd party "likeminds" that I apparently have to deal with to get answers?? Not that that helped anyway.

I've actually never had such ridiculously bad service from an apparently first-rate company. My last 2 upgrades were less than ideal as well - it's getting progressively worse each time. I unfortunately gifted the PS4 I received but I really wish I hadn't because I'd cancel my damn contract today (after 14 years a customer) to get away from this abhorrent service.