Still in posession of broken phone

After posting here last week, Vodacom was very quick to respond. They called me shortly after and promised to sort out the problem by ensuring that i receive a new phone. More than a week later, I still have the broken phone. I feel very disappointment in Vodacom. I have been a customer of theirs for over 15 years now. How can I have an upgraded contract with a broken phone? All i get from the Call Centres are empty promises. Can someone from Vodacom please give me someway that i can receive a new phone as a matter of urgency? I absolutely love this new phone, but its broken. I don't think its fair of Vodacom to not take this as an important matter and make it a priority to satisfy one of their long term customers...