NEW phone exchanged for REFURB unit

I bought a new phone in Oct 2014. It gave problems. Took it in for repairs. Repair centre swapped it for an another unit. This phone gave even more problems. Traced the IMEI number and found it to be an almost 2 year old phone that was refurbished. Contacted the repair centre. They flat-out denied it!!! Called and mailed Vodacom customer care more than 10 times. Eventually posted on Helopeter. Then suddenly got a response. Send all proof and relevant documentation AGAIN. Had to follow up 3 times AGAIN. Eventually they agreed to exchange the phone for a new one. THIS WAS 2 WEEKS AGO. The repair centre numbers just rings. I have e-mailed the escalations department 5 times in the last week - NO RESPONSE. Where is the new phone??? This is absolutely typical of what customers can experience with Vodacom. When things go wrong they just have no idea how to provide PROPER feedback. They commit then disappear. Called the call centre -they cannot assist since the escalations department does not have a direct line. Really Vodacom, get a grip to sort issues out!!!