Vodacom Warehouse lost phone - waiting over a week

My Samsung A3 phone did not want to charge (still within guarantee - not even a year old) , it was given to the lady in the company I work for to send for repairs on Thursday 7 January 2016. The phone was couriered to the supplier on Friday 8 January 2016. It took Vodacom nearly 3 weeks to give some feedback in regards to the phone, it was sent to the Vodacom warehouse for further investigation. When I queried, last week, I was told that the phone was lost and they will issue me with a new phone... We are still waiting for the ETA (what ever that is) to replace the phone. Tomorrow it will be 4 weeks.<br> What is happening to service, I would have thought that when they are dealing with a big company like the one I work for and there are hundreds of phone contracts that they would pull there fingers but there service is terrible. This is not my first complaint about Vodacom. Can they not improve on there bad service?