My rights as a customer are infringed upon by Selldirect. I feel cheated by Selldirect. What a horrible experience

On the 25th of January 2018 and lots and lots of days I was pestered by Selldirect sales agents who called wanting to do an upgrade for me, on the 25th I agreed to it. On the 30th the phone was delivered but on the very same day the phone had issues. I tried calling telkom which was a mission. And I could not get hold of them. On the 31st, I managed to go through sales (Telkom sales) and one sales agent Nokubonga (from Durban service center) who gave me an excellent service, logged a call that the phone be collected (I still have the phone with me, which is on the 5th March 2018) and replaced since it was not working properly from day 1. But she told me to call the 10213 number to request the delivery of the new phone to be made. On the 31st I tried calling, only to be unsuccessful, yesterday I called that number again and was on the line for 50 minutes I still could not talk to an agent. After searching around, I thought of contacting selldirect which I managed to. I then spoke to Ethne Botha about the company collecting the phone so that it can be replaced (Not fixed) and she transferred me to her manager Portia Calaka who in essence told me that I did not follow the procedure of calling Selldirect and Not Telkom. But are the processes cast on stone? I did not contact selldirect which I admit, but selldirect does have access to the Telkom system which was used by Nokubonga to log my call. DO THEY (The Selldirect) ONLY USE the Telkom system WHEN IT’S SUITABLE FOR THEM? WHEN THEY WANT OUR CONTACT DETAILS? Portia Calaka MADE ME FEEL LIKE A CUSTOMER WHO IS NOT PAYING ANYTHING, HENCE I TOLD HER TO ARRANGE FOR THE PHONE TO BE PICKED UP(which she also refused) and I will continue paying for a device that is not there because I REFUSE ACCORDING TO MY RIGHTS TO PAY FOR a second hand device(because it arrived faulty). I FEEL SO CHEATED. What kind of a service is this? Are the processes cast on a stone? Can’t I get new phone as it was promised to be sent through but also I get the faulty phone to be collected? There is nothing whatsoever that selldirect can better my service experience with them? Am I going to be forced to keep this phone, because as soon as it is sent in for a service, it means I am using a faulty phone that has been fixed. Should we as the public be forced to experience such a service from SellDirect and other companies like it? Unbelievable!