Paying a new contract with no phone recieved!

I purchased a new contract on 27 November 2016. the phone was not opened instore and when I got home and turned on the phone it said \ temperature -iPhone must cool down before you can use it"we took it back to the grove on Monday 30 November 2016 and the instore technician wrote on a OBF form what the error was. Now Vodacom is saying they want to give me a new phone because it is an out of box failure BUT there is a 6 digit password on? I never even went to set up. The phone only gave the temperature error and you could make emergency calls - that is that! Vodacom does not want to believe us and when we asked Phillipe on Saturday at the shop for us to speak to the head office technician he said to Anna Marie Willems on the phone : 'speak to the customer because apparently I do not know what I am talking about\"" I am a customer with about 4 different Vodacom contracts and now after paying R 500.00 and waiting for a new phone for 18 days and having to listen to a sarcastic manager I am fed up and irritated with the BAD SERVICE I am getting. I will be leaving for holiday on Saturday and if I do not have a new phone I will expect a refund and take this to the consumer protection act"""