Exchange Handset provided in a damaged state

I booked in my handset that was exchanged in April on Wednesday 26/08 at vodaworld for a second time under warranty with the same problems. To my surprise I was informed on Thursday via sms that the handset was exchanged yet again and was ready for collection. However when I went to collect on Friday 28/08 to collect the handset. the handset did not have the sim tray and sim removal tool which were all handed in when i booked the handset in on Wednesday. I informed the person who assisted me Nomava that I cannot accept the handset as it is not how I booked it in. She acknowledged after consultation with her superiors. I was then sent an email by Nomava with the above people copied in the email stating the problem and they said that they will courier the handset to me on Monday. I sent an email on Monday and two emails on Tuesday to the above people and as yet have not received a response or the handset. I then called the *** number on the jobcard and was abused by the call agent who refused bluntly to assist me and to transfer me to the manager.<br> <br> This is terrible for a handset that was sent for a second time for repairs for the same problem.