Upgrade - Received a broken phone

I upgraded my cellphone contract online. On the 4th day, after receiving the phone, i noticed that the phone was broken. I immediately contacted Vodacom and was told to send an email as it was a Saturday. I was told not to worry as i had 14 days in which to return to phone. i was told that the device had to be collected and returned to Midrand, my contract would then be cancelled and I had to re-apply. I explained to Vodacom numerous times that this is just ridiculous as i cannot be without a phone for which they told me would take up to two weeks and also that i did not want to cancel my contract, just merely wanted a new phone. It is now exactly 11 days since i sent the email and i am still have a broken phone. When i call Vodacom, firstly i am sent from one call centre to another, when i eventually reach the \correct"department"