Bad communication regarding damaged mobile unit

Took my phone in for repairs (9months old). Received a sms that the phone is ready for collection. The report stated B.E.R. The consultant couldn't explain what B.E.R means. I contact the repair Centre and they said the track was damaged due to customer abuse. My previous phone I had for 6 months which Vodacom replaced because it was also B.E.R. The 2 phones had excatly the same problem, so how come they repaced the first one and now it's customer abuse. This is not acceptable, the phone not charging is a common fault of a Blackberry 9720. The repair centre suggest I log a complain and a consultant phoned me back within 24 hours as promised, but I missed the call. I phoned them to let them know and they promised me that a guy named Devan will call me back. Almost 30hours later, still waiting on his call.