No proper communication and no willingness to assist

I had booked in my phone on the 26.03.2018 IME ********** ********** 1 which was 4 months old at that time for a problem which was the Bluetooth that was not working properly, which resulted in my phone freezing and switching off and then on. On the day of my booking I was aware that my phone would be sent in for repairs and there maybe a chance of a replacement (brand new device and not repaired). I was kept informed of the progress of my repair via sms.

On the 05.04.2018 I was informed that the unit was exchanged and ready for collection. Couple days later i arrived to fetch my repair. On the day the I was handed the exchange unit not aware this unit is refurbished or use or repaired previously , I had accepted it, IME ********** ********** 82.

When I returned home to set up this exchange unit, I find information on this unit . This indicated to me that the unit was not a brand new device. I was very unhappy and disappointed.

The next day I had contacted the repair center and informed them of the situation at hand. They had informed that this is what happens once the unit is booked in and can not be repaired . I had informed them that this was not communicated to me at any point of the process, I very unhappy and disappointed. They had advised me to contact the repair center in JHB, which I did and both times the call center was of no help. They refused to put me through to someone with more authority and told me that I can only be replaced with a refurbished unit.

I had then went back and informed the repair center that I refuse to accept this phone . I would like to be contacted by the repair department in JHB with regards to this matter once the unit arrives to them. I was never contacted.

Today 24.04.2018 I was called and informed that the unit was once again sent back and I was told to accept this unit has there is nothing wrong with it. I then went to the repair center and informed them that I will not at any point accept this refurbished unit. This unit is used to. I had found information on this unit when I first received it and now I don't want it. My phone was just 4 Months old and now I must accept a used phone. I had asked the lady that was assisting how can they assure me that this unit is not used by any customer. The lady had then put the IME number of the exchange unit and we had then found that this unit was booked in previously , so that means this unit is exactly what I had said USED .

I would like to say that I will under no terms accept a REFURBISHED OR REPAIRED unit at this stage. I refuse to inherit another customer's problematic device .

I emailed yesterday and it being 24hr later I haven't received any response at all. It's going to be almost 2 months just now without my phone.