Disappointed in customer service.

I have been a client myself with Vodacom for 13 years. I have never had any problems with a phone or service after an upgrade. My Fiancee was due for an upgrade last month and did an upgrade to a Vivo e25. The phone worked perfectly the first few weeks. From the start of this month the phone started showing problems -recipients cannot hear my fiance and call lags extremely, especially when it's on speaker phone, and this got worse and worse each day with every call. We went to the Vodacom 4U shop in Clearwater on the 8th of Nov. 2022 and the phone got booked in. My Fiance received a whole of 2 SMS's confirming the phone is booked in. Today marks 72 working hours from the day after booked in (isn't this a standard SLA??) - and my Fiance misplaced the SMS with the job number. The best Paul could do at that stage was inform us we will receive updates from them regarding the repair. After throwing a bit of a fit & getting attitude from this agent he eventually checked the IMEI number and phoned the repair system for an update, just to be told they will replace the phone but can't tell us when this will happen. After another fed up fit, he gets told it will take 21 days. Another 21 days? In the meantime I pay for a device I do not have?? After insisting on seeing the manager, who was at the bank at the time, my fiance left as he also has a job to do, the manager phones and tells him his phone will arrive on Tuesday, as this completed the 14 days SLA.... must we wait until the last day of the SLA? What are you doing to make this a little easier for the customer? I work in customer care and this is no way a customer of 13 years is supposed to be treated, or any customer for that matter.