Incompetence or complete disregard for customer service?

After a horrible experience on the upgrade on my mobile device, I was unlucky to have been given a device that switched off at least 15 times a day, everyday. I brought this up with the Telkom store in Hyde Park where I had the upgrade processed in the same week of receiving the phone. None of them were helpful, including the so called Area Manager whose name is Vasco Khoza. Today (4 October 2019), he finally decides to call me from after I demanded to speak to him, and he offered no solution, except to tell me that I need to take my 1 month phone in for repairs. When I asked if they had a phone to loan me in the interim while I have this “new phone” fixed, he responded by saying, “I can see where you’re going with this, unfortunately we do not have a phone for you and there’s nothing I can do about that.” I then asked who I could speak to that will be able to give me a real solution because he’s unable to, he said, “look, we’re not going to go around in circles here, I told you we don’t have a phone to loan you, goodbye!” And he hung up the phone on me. I’m not sure if this is incompetence or a complete disregard for customers on this Vasco person’s part or if this is how Telkom treats it’s clients.

I’m beyond shocked, this has been the worst experience ever and nobody is willing to account, including the so called “management”.