Refuses to fix phone under warranty - second phone

This is now my third time posting on Hello peter - your consultants do not get back to a person as promised. Over a week ago a consultant phoned me and I have never heard a thing again. I booked my phone in on the 4th, since then heard nothing until this morning. I phone into your branches to get info and no one can tell me where the phone is. As posted previously this is my second Sony phone within three months that has broke. My first one took over 3 weeks to replace - sat with no phone. Now this second phone has broken within three months and I get a sms that Vodacom wants to charge me to fix a phone that is 3 months old and under warranty. I am disguised with Vodacom and their service - this phone will be fixed free of charge as under warranty. Your service is pathetic, consultants do not get back to a person and it has taken you guys basically 3 weeks just to assess the phone. Must I sit another three weeks without a phone. I want management to contact me urgently on ***. Your durbanville repair branch told me the fix will be covered!!!!