have been waiting over a month already no results

On the 5th of Dec I took my tablet into Vodacom Bayside mall with a cracked screen. I asked the sales lade to check if the device was insured. She said yes and she will take it in and send it in for repairs. It may take a while. On the 5th of Jan after no news I went back in store to find out what is going on. Spoke to the manager Ashwil Louw as The sales lady then says she never told me it was insured and that the device cannot be fixed. Ashwill said he would take it further for us as we have a data contract and they refuse to transfer the data to another device. We phoned vodacom and they said the store never sent the device in for repairs. We phoned the manager back and wanted to know what is going on. It seems the sales lady never did anything with it for a month. The managwr said he would escalate our situation and find out if we can cancel the contractor what can they do about it. Now we keep on phoning him and he keeps on saying the investigation officer must phone us and nothing happens. We keep on paying for a device which is broken and service from vodacom is appalling