Will VODACOM even bother to respond?

VODACOM has let me down through their incompetence. I have been a loyal customer since 1997 and feel unjustly treated as I am just given excuses and there is no accountability. I upgraded a new handset, which was not functioning correctly from the start. Upon returning the handset, it was sent in for repairs. (it should have been replaced). The handset lay at the Vodacom shop for 2 weeks before it was sent to repair shop. They wont cancel the upgrade because they say the handset has been used (sorry, but it never even worked). I am still sitting without a handset and its a month now passed. No one cares. All they can do is pass blame. There is no accountability. Vodacom should not be allowed to do this to people, or to get away with it. Customers like myself are the reason that they exist in the first place. BS!!