Upgraded phone received a broken phone.

i upgraded my contract on in Feb15. I only started using the phone in July. I noticed the screen was damaged. i took the phone into vodacare cresta last week. i went to collect the phone yesterday, whilst checking I noticed a plastic film inside the phone. The lady said I should wait they going to send it back to the workshop for them to remove the plastic which was inside the phone. When I tried using the phone last night the touch screen does not work. I could not even switch the phone off . i had to remove the battery. Tried calling customer care, contracts and the upgrade department no one can help each department refers you to the next. Called cresta store they advised me to bring the phone back. I am very irritated that I am paying for a service that I am not receiving and the don't care attitude of the staff is appalling.