Upgrade complaint.

I upgraded online and waited more than a month to receive the devices. When it was eventually delivered, the apple watch was faulty as it would not switch on. I reported it the following morning and the agent confirmed that it was a faulty device and the cell phone and the watch needed to be returned to be exchanged. I followed up 3 times, each time I spoke to different agent who said someone will call me to arrange collection. Another almost two weeks have gone by since I first reported it. I don't currently have a cell phone and urgently need one for work. Had I known this is how it will be, I would have never upgraded with Vodacom. Why is there no specific person assigned to a complaint who make sure it gets sorted out? Why do I need to speak to a new consultant every time who has no idea what my complaint relates to? How can it take two weeks to arrange collection and why do these agents assure clients that collection will take place within a specific time frame when it does not happen? No resolution to complaints and no care about service delivery.