Customer care useless

I took delivery of a Samsung Galaxy S10e last week. I opened the box and notice the back cover was cracked. I immediately contacted Vodacom and reported the damage. I was told by the operator that the call had been logged and that it would take 5 workings days for the courier company to collect the phone and supply me with a new one. This was last week Thursday. I have since phoned Vodacom on Friday, Monday, Tuesday and Wednesday to follow up and check on progress. I have literally spent hours on the phones (I have screenshots to try and resolve). Yesterday I was told it was all sorted and the new phone would be delivered this week. Great. Until I phoned today, no one seems to know what is going on or where the phone is or how long it will still take. I have to explain the story from the beginning every time!! I have been told everything from 5 days to 21 workings days. Clearly Vodacom with its millions of subscribers has never had to deal with a damaged phone on delivery. It really shocking service!!!!!!