Shocking Service from Telkom - don't bother to answer their phones

I have had a Telkom mobile for years. I'm due for an update on the 17th May, so went to Telkom Mobile to arrange a phone. They told me that they had no Samsung S52's in stock. I must have called about 10 Telkom mobile shops and the only one that answered the phone was Tyger Valley, which is miles away from me. Is there a reason why no-one at Telkom answers there phones?