Failer to assist with my device.

I've been trying to get ahold of vodacom customer service line for few weeks now, I am not happy about the device I got. On the 27th Jan 2020 I finally got someone after waiting on the line due to the high call volume as stated by them. I asked that they exchange me with a device that is within the same price range but told me the 14 days is overdue so they won't be able to assist me. After trying for a long time to get someone to assist me. I am a loyal customer to vodacom but I guess I'm just a number to them.