Virgin Mobile South Africa
Defective product & bad service

I was sold a defective handset (Blackberry 9780) I am further anguished with the after sales service. The phone broke more that 4 times with the same fault being reported (phone freezes/tracking pad)
I received an sms from a robot at Virgin Mobile that stated my phone was ready for collection from the store.
A week later I received a phone call from a 3rd party claiming to be calling from Virgin Mobile Group (a call center I assume), whom informed me that my phone is "not repairable" due to PHYSICAL DAMAGE! Note the phone fault was the same as previous 4 times I took it back for repairs and I know it was not physically damaged! I was also told I needed to pay R188 when I go to collect the phone from the store because the warranty only covers technical damage not physical damage. On arriving at the store to collect the phone to take it for a 2nd opinion, I was told it was not there! They told me to now call the call center! Yet I took a contract with the store not the call center. To me this is shocking service. The case is still going on...