Careful of taking out a contract with Telkom

My cell phone was ****** on Friday and I had no choice to upgrade my contract(it was due for an upgrade) as I needed a phone asap. I had to get home and I use my phone for work. The phone started freezing over the weekend and on Tuesday it overheated once it reached 10% battery power. I was sent from pillar to post and was told it must be booked in for 7-14 business days. I do not have another phone and I'm dependent on one hence I immediately got a new one after my other phone was ******. So apparently there is no 7 cooling off days when purchasing a phone in store only online. What is the difference? The customer service is pathetic.