Seriously pathetic customer service

I took a surround sound from Teljoy in March. We installed it but it never worked. I called Teljoy to request a technician to see what was wrong. Only two weeks later it was picked up to be repaired.

On the 9/05 and 11/05 I had still not received my unit back, so I called Teljoy saying that I needed it for a function on the Saturday 12/05. I told them that I no longer wanted the unit because clearly there is something wrong with it and I wanted a brand new unit because clearly it is not brand new anymore.

Zanele from technical called me and said that a loan unit will be dispatched on Saturday for the function and I should provide the address. I told her I do not want the old unit because I requested a new unit. She said that that's not what she was told to do and there is nothing she can do about it. On Saturday, another lady called to apologize and say that they will unfortunately not be able to deliver the loan unit they can only deliver it on Monday, so I said well then it no use then because I needed it for Saturday. It was eventually delivered on Monday (loan unit).

I received my unit back from Teljoy after two months yesterday 30/05. I requested a statement because I did not want to be charged for the 3 months that I never had the unit, obviously I was charged... so I sent an email explaining my story and I received a call to assist with the issue.

Zanele from technical calls me back shortly 31/05 @ 14:40, to ask for my delivery address so that they can deliver my repaired unit. I told her that your company already delivered it yesterday and that they cannot give me a brand new unit if the old one is still working... so I asked her if they will at least credit the 3 months i was charged and she told me I should speak to customer care... Completely defeated I dropped the call because I seriously could not explain my story from the beginning to the fifth person!!!

And whats worse if that now I have pay a full term for a unit that was delivered to me broken. Does that really sound fair???