Tablet replacement is a downgrade

I have made several phone calls and sent emails to FFW unsuccessfully. I even spoke to an individual called Pieter R who asked me to send my email directly to his personal email . All I am receiving are messages that state I should rate the service I received or that if I am not satisfied with claim, I must contact a customer care number. Why is it so unimportant to them to get this matter resolved? I insured a tablet for R7500, and when the screen cracked, I contacted them for repairs. The communication was erratic which led to a lot of confusion. I submitted a Sumsung Galaxy Note 10.1 (2014 ed) 32GB for repairs and they replaced it with a Sumsung Galaxy Tab 4 10.1 16G worth R4300. There are other specs by which this replacement tablet is inferior. I have expressed to them that I want a proper replacement, to which they remain silent. How can one insure and submit a ford fiesta 1.6 for repairs, and then be told it is a right off and the replacement is a ford figo 1.4? Is this the way FFW does business? My child needs to read e-textbooks, just because it is urgent for my son to have a tablet for school, why should I be forced to take a tablet I am not happy about?