bad customer service when claims arises

made a claim for an series 1 42mm apple watch and then I was asked for an affidavit which I provided. I was told 4 days later to go to SAPS to get one which I did. now they can not replace the apple watch since they do not have the colour I initially had and when I said I will not accept a color I do not like they turn around to say I need to accept a 38mm watch. spoke to ELe at loom who thinks he is doing me a favour when im paying a premium. my request to them was either replace my white watch or give me a cash payout or waiver the excess fee but ele refuses to call me or see reasoning. his feels because he is providing me with a series 3 watch I should be grateful but what he fails to understand is if that I should not be dictated to as to what I should accept since I am paying a premium. this is ridiculous that I have to send so many follow up emails and also be treated as if im getting a freebee. ele is practically forcing me to accept a devise that I am not happy with. I explained that I have accessories worth 3400 for my white watch and can not accept a black watch or a 38mm watch since these will not fit.