BAD SERVICE DISGUSTING!

I upgraded online and the phone was delivered by courier on the 22.04.2015 . The handset delivered was faulty and I logged a service request on the 23.04.2015 to have the handset replaced. I received an sms with referance number S3-82F26-622WB. Since then I haven't received any feedback. I have called several times and get transfered from ***4 to...***/9 ,*** and ***. I have spoken to a Zandile ,Melissa,Patricia and Faith in these various departments and none of them are able to assist me. They all say sorry not our department or that I need to have a reference starting with 1or 2 or they just cant help. There are many more names for the days I have tried getting feedback for an Upgrade that I am being billed for but have a broken handset. I need this phone replaced ASAP. This is the worse ONLINE service I have experienced ! I want urgent feedback and refuse to have handset repair done on something that is faulty out of the box! If this is the level of service you give a client that has been with you for years I am certainly regretting my choice of provider right now!