Disgusting backtracking and utter service failure

I have sent my phone in to Vodacom for repair numerous times, and after more than a year of frustration they have agreed in writing to exchange it for a different model. Samsung, the manufacturer, has also strongly recommended this, also in writing. Yet the Vodacom branch are not acting on their commitment, and although this issue has been dragging on for a very extended period, I'm passed frustratingly from one junior person to another, backtracking on their agreement, with management conspicuously absent. <br> Vodacom asked me when I handed the phone in, what my desired outcome would be, and not one of the numerous people I've spoken to have read this info. During the latest repair, I received about 20 sms progress reports, all saying very nearly the same thing without any substantive progress information at all. On Saturday, I phoned six times asking to speak to the branch manager - each time being put on hold for 5 minutes before the call dropped. I left an urgent request for him to return my call, but no response at all. <br> The poorest, poorest service and complete lack of respect of me as a customer, with years of very decent monthly spend.<br> Disgusted.