Where's my phone?

Dear Vodacom,

I have a Huawei p10 that managed to shut down and stop working miduse, after no physical or water damage. I went to drop it at Tygervalley Vodacom Shop, where the consultant couldn't tell me what was wrong with the phone. She then tries to convince me the screen is cracked, and that the phone is dented on the back. I asked her to show me exactly where she thinks the dents or cracks are, and she told they're too small to show me, but they're there.

We send the phone to the Advanced Repairs Centre to fix the 'cracked' screen. I was notified of the progress through sms. After a 5 days, I was notified it was back at Tygervalley for collection, but 10 minutes later another message told me it has to be sent back to the ARC. After another week, I received an sms telling me the phone is ready for collection, and almost instantly got a phonecall from the Tygervalley branch saying it needs to be sent back to the ARC AGAIN, but couldn't tell me why. She told me to call ARC and ask them.

After many attempts and long waiting times, I eventually gave up and went in to Tygervalley for answers. I got the same answer there: "I don't know, but I'll get them to call you tomorrow so you can get some answers." 3 days later, no contact, no phonecall. I tried to phone ARC and my call was answered, but instead of a consultant speaking to me, I got to listen to your staff speaking amongst themselves about breakfast. This happened 3 times that morning. I then called the Tygervalley shop to get answers, where I was told my phone is currently in Johannesburg, and he will get ARC to call me the next day. A bit later another staff member from Tygervalley called to ask me if I had my answers yet, and when I said no, she asked why I hadn't bothered calling ARC yet. My phone was actually still in Tygervalley, not in Johannesburg as previously mentioned.

Today, I FINALLY got through to ARC, and shockingly, the consultant could NOT tell me what is wrong with the phone, and that they are only willing to send an sms when it's fixed. She also couldnt tell me when that would be. What she could tell me was that at the previous visit, they did a software update on the phone, but she couldn't see that anything was done to the screen.

This phone is 8 months old. If is truly is a cracked screen, how is it taking 3 weeks and 3 visits (this is what baffles me most) to repair? And if this is a software issue, and the phone is still under warranty, should the phone not be replaced? More than anything, I'd just love more communication than 'I don't know'.