Sony Z2 software repair-nO feedback from supllier

we got a new Sony Z2 from Vodacom in the witbank Highveld mall19/1.we were experiencing a touch screen problem I the took it to Vodacom in the Middelburg mall25/1.she reset the settings on the fone to see if it would help it kept doing the same she then told me I need to take it back to them and they need to do a OBR.we did so26/1 and explained that my husband was dependent on his fone as he uses it for work.they never get back to us I have to fone them to see what is happening.they then told us they can give us a loan fone and she would let us know when we can collect the fone,they never notified us to collect the fone.today when I foned they said the fone would still be a few days and they are also trying to repair the screen(which acidently cracked when I put in my cubby hole).we did tell them that is was not a crises to fix the screen as we need the fone and they went ahead anyways and sent it in for repairs.the customer service from them is poor as they don't get back to a person and I have to call them all the time to hear what is the progress.i am self working with customers and know the importance of keeping the customers up to date with the progres