REFURBISHED CELL PHONE ISSUED

MY WIFE'S BLACKBERRY 9720, SOFTWARE CRASH. THE PHONE WAS BOOKED IN FOR A SOFTWARE UPGRADE ON TWO SEPERATE BOOKINGS. UPON THE 3RD BOOKING, SHE WAS ISSUED A REFURBISHED PHONE. UPON ENQUIRING WE RECEIVED A REPORT THAT THE PHONE THAT WAS GIVEN TO HER, WAS 14 MONTHS OLD. HER PHONE WAS 6 MONTHS OLD. THE PHONE IS AT VODACOM. WE CANNOT ACCEPT A PHONE THAT IS OLDER THAN 6 MONTHS. PLEASE ASSIST.