VODACOM ONLINE UPGRADE A DISGRACE

I am very discussed with the online upgrade and after purchase service received from Vodacom. Received my phone within 2 days after upgrading but the phone was faulty. Phone the online department on the next day - 18th of April 2018 to log a pick up of the faulty phone. 7 to 14 days they said for pick up. 2 weeks passed, no pick up. Phoned again on the on the 2nd of May. yes sir, will arrange pick up. still waiting, 12 May again, will arrange pick up. still waiting. Phoned again today. Sorry sir, no call logged on our system. being on the line for 30 minutes at at a time. This is poor service from what they say the best network in SA. I am at a point that I want to cancel and go to another network but have to pay R11000 for a faulty phone. Will never use their online service again. POOR POOR POOR. Vodacom this is a disgrace to services delivery.