Replacement of Samsung buds which was broken since receipt

Had an upgrade done over the phone with the upgrade department which was done quite easily. The issue started when we received the package, the phone works 100%, but, we received samsung buds with but only one of them worked. I called back the next day I called back and spoke to the call centre and logged a call, they said the whole package need to be collected to be replaced, and that it will take 7-14days to be collected. Nothing happened, i called back and they could not trace anything anywhere, from here on it was a nightmare, calling back every second day asking whats happening to no avail. Eventually i got hold of Nkosi khona (they call him King) in the call centre, he teied sorting it out but also did not equate to much, said i must take it to a vodacom service centre and have it booked in as they will know what to do with it as it is a general problem, a bad batch of samsung buds was received was his words. We took the buds and booked them in, they did not have a clue what to do with it, but booked it in, was told it will take three weeks, which it did, got it back and wow to our amazement they still was not working even though we were told that they were fixed, we could not test it at the service centre due to the batteries being flat. The next day i called Nkosi again because i was not happy, being chased around the bush for something which should have been swopped at the beginning now we are months later and still does not have buds. Nkosi then said his Manager Samantha would call me, i am still waiting for the call. I called back the next day and spoke to another lady who laughed when I said that I am waiting for Samantha, Kings manager to call me, because she’s not his manager. This has been an ongoing joke with Vodacom and I still dont have working buds. One cant evenescalate queries within the department because they lie about whos their management and they also dont return calls. If one receive something with a phone you expect it to work as it is part of the package. I want the buds replaced!!!