Disappointing service Vodacom!

I am utterly disgusted by the customer service received from Vodacom. My son upgraded his phone toward end of November last year. The phone was in use for only a few days when the screen presented with a hairline crack and the phone was not functioning properly. We took the phone back early in December for Vodacom to investigate what the problem was but only to be told that we need to bring the phone back in January as repair staff were on leave. We brought the phone back in January and explained again what the issue was and that we would like the phone to be checked under the warranty. A few weeks later we were advised that the phone must have been dropped and that it is not covered under the warranty. We went back to Vodacom explaining again that there was no physical damage that had occurred - the crack on the screen had appeared on it's own leaving us to believe that there must be some kind of factory fault with the phone. We also contacted LG directly and they advised that they would be glad to take a look for us but that Vodacom should make contact with them via the correct procedures. What is upsetting is that Vodacom are not LISTENING to us their longstanding customers for more than 20years nor are they even willing to have the matter properly investigated. We have e-mailed on numerous occasions - no response. We have called numerous times and been promised that the matter has been escalated to head office for further assistance AND that we would be called back with feedback but NOTHING. We are expected to upkeep our monthly contract payments without any excuses but then Vodacom staff couldn't be bothered to go out of their way to assist their customers. Clearly this is a unique scenario and, as a customer, we want answers but Vodacom couldn't be bothered to help. I am so disappointed in this service Vodacom!