Response time of 3 hours turns into 2 days

My second Xperia Z3 stopped charging all of a sudden. The phone isnt even 2 months old. The phone was booked in for repairs. After numerous complaints on Hellopeter my repair was escalated. When trying to get hold of Granny, the person responsible, I was told I cant be transfered to her she has to phone me and I need to leave a message. After 3 messages I am still waiting for Granny to phone me. I refuse to accept a repaired phone as the phone is still brand new. I want a new phone, not Sony again as Sony proved themselves. I have 3 contracts that I will move to a different provider should Vodacom not do the right thing. They can sort their problems out with Sony and give me another new phone.