Shocking customer care

I have always upgraded my vodacom contractsat the Killarney shop and received reasonable service.I upgraded my contract again on 13 Feb 2016 and received a Samsung Galaxy Core Prime phone. 3 days later it started overheating and I could no longer access any apps. I took it back to the shop and a very nonchalant assistant took the sim card out, put it back in and told me it would work now. It did not. I took it back on Friday, 19th and was told it would be sent back as OBF . I was told I could not get a loan phone unless I go to Sandton. Otherwise I must use my old phone. I told the assistant that the old phone was broken. I had to plead for some kind of proof that I handed in the phone. I was told it would take 7 to 14 days to either fix or replace the phone. Today is 2 weeks later. I am told that the phone is not in stock and I must come back on Tuesday. The attitude of the staff is uncaring and uninterested. I have now spent hours in that shop waiting to be attended to- while staff hang around chatting.