Breach of contract

On the 13th of April 2018 I took a contract at telkom express in Kenilworth centre. On the 16th of April 2018 I took the phone back because the phone was heating up. Nobody from the store contacted me for 10 days until I went back to the store on the 30th April 2018, the shift manager told that it takes 14days working days to get feed back. I went back to the stroke on the 9th of May 2018 hoping to get a new phone, only to be told that the earphones were not in the box when I brought the phone in and there is nothing that they can do. The manager assured me that he will sort my problem out by Friday the 11th of May 2018. On Friday when I got to the store the answer I got was that telkom is still waiting on the technician, telkoms policy is 7to 14 days from the time the phone is handed in it now 20 days gone. Still no resolution to my problem?