OBF Policy breached!

I received a phone from Vodacom on the 18th Jan 2019 through an insurance claim. On Saturday I realized that the phone did not charge and it switched on and off at random. I took it in on Sunday 20 Jan 2019. I was told the phone would be evaluated and feedback given within 7 calendar days. That was the last time I saw my phone. Yesterday being the 9th day I was told that the repair center said they are waiting for parts to fix the phone. A brand new phone needs parts and again I have to wait 3 more days?! And I am supposed to trust this phone? Breach 1: We are on day 10. Breach 2: Seeing that the phone has a problem I should receive a brand new phone, right? You failed to keep to your own OBF policy. I am so disappointed by the lack of urgency from your staff. This is the second post regarding the same matter. Your departments are totally useless and lack empathy especially the COMPLAINTS DEPARTMENT. In fact they do not know even do proper research before contacting the customer. They do not go the extra mile to solve an issue instead they speak a lot of jibirish about policies whose timescale you cannot even keep! I have been without a phone for 3 weeks now and still going. You have lost yet another customer Vodacom. I am so disappointed. Once my contract ends in Oct, I will no longer be part of this circus. And I have been seeking legal advise regarding this... Brace yourselves.