Device and staff

I bought my samsung A51 in march in november my phone is not working just stuck on the wake up page i took it into telkom store to send of to samsung as it is still in warranty it came back assesed and as job repaired. I went to collect it only for them to test ot amd the issue is still persisting. The options are to rebook or take the phone with. No one at the store is willing to adcise me what happens if samsung can not fix the phone. No one can advise me on the warranty process. Im the interim im paying for a device that i dont have. I tried to call up to complain spoke to mxolisi zikhali on 09.12.20 at 9.19am only for him to tell me he is not trained on this he is only trained on billing and account and i should complain on Twitter or facebook absolutely disgusting i am not trying to be a difficult customer but i am paying for this service and no one from management to agents can tell me the co.plaints process or the warranty details of a 6 month old phone . I WILL BE LODGING A FORMAL COMPLAINT ON ICASA