No response from repair centre

Here I go again. As vodacom sent me a standard response, being 'Please note that your query has now been escalated to our Advanced Repair Centre who will be assisting you further.' from Dominic. But that was never followed up, I have rep**** with numerous emails, only to be ignored. Email read over a week ago and never answered, My phone has a software problem and as I have seen most Huawei P8 lites have this problem, even their agent at the shop said they have this problem. Yet they refuse to replace the phone as there is damage on the screen. damage on the screen does not cause a common Huawei software problem. I told them to fix the software then and resturn my phone. But yet I still sit here with no phone and no response from them at all. I shockingly even got a phone call from sales this week trying to sell me something because I am a 'valuable customer and have been with them for year', I hate to know how you treat your invaluable customers. I as a customer and consumer deserve better treatment and simple respect. Job number ********** 6