No customer service

I upgraded my contract and got a Samsung S6 Edge, which I have been having problems with. I called the call centre and was sent to a service centre in Edenvale which took my the entire morning and when the technician finally came to see me I was told that they were unable to help me cause they haven't had training on the S6 Edge. I was told to go 14th Ave. I told innocent, (who is apparently the manger) to please call me back with feedback as I have been having issues with my brand new phone and no one from Samsung has called me back. This is now more than a week ago. I am very unhappy with my phone as there are issues with it and it being a new phone I don't see why I need to run around trying to sort it out and be without a phone. Someone needs to rectify this problem ASAP.