Service and **** promisses

My Samsung S6 edge was send in for repairs after Venessa said they will revers my upgrade and issue me with a new one. Now the device is OBF but was not return with in 7 working days. So i went to samsung we they state on black and white the device is OBF. So they cant repair is. I did say this to Venessa and she said no sir we revers your deal and get n new one. This never happend now i have to wait for 17 days for same other screen for my phone. They say its my screen at fault but Venessa said we Will have a new one don't stress.<br> Why must i pay R2434.70 pm for i phone with they make 400% GP and they don't want to replace it with an new one????? I can lose my client witch mean i lose sale witch means i lose my job due to Venessa that gives **** solutions. After 24 month they make R 58 433.04 out of me but they cant give me a replacement device???<br> <br> Thank you Chatz Connect