Customer retentions(?) - I think the opposite

My saga started when I initiated un upgrade late in January. After some broken promises and ineffective arrangements, the phone duly arrived yesterday. When setting it up last night, I encountered a problem with the mute button. Examination of the paperwork indicated that I should return the item to a VodAcom dealer to get an exchange. There I was informed that it will take up to 7 days to evaluate the phone before it would be replaced, and this was my only option. So handed phone in. I called VodAcom to complain. Was batted from pillar to post for the best part of an hour, only to be told that I followed the wrong process! If I collect the phone from the dealer, they will collect and replace. It seems impossible for them to collect a phone from their own dealership! Escalating to a supervisor didn't bring much joy, so I asked for a manager. None available, but was given an email address. Surprise - the email cannot be delivered. One call back to customer service indicates that they have no record of this person. Calling retentions repeatedly gets you to listen to \african dream"endlessly. Must say that VodAcom has a funny way of retaining a multi contract customer of 18 years"""