vodacom not bothered to respond to my complaint

Vodacom said on this hello peter website i will be contacted shortly. Vodacom could not be bothered to contact me and i received a msg today that my device is exchanged and ready for collection. I am not even going to waist my time and alot of money on petrol to fetch a refurbished phone. I did not purchase a secondhand phone from vodacom and i did not brake my phone. Why do we have warrantys and consumer protection act? vodacom if i want a secondhand phone i will purchase one for a sinificant price less than a new phone. I can not pay for a new phone when u give me a secondhand phone without the box my insurance will not even cover this phone as i have no evedence its mine or that i ever owned this phone. If my car breaks and the dgealer can not fix it properly and in the prosess of fixing it breaks it more will they give me a second hand phone that they had serviced to replace the car they broke and is unable to repair? that is what you are doing and i do not think its legal...