No update

I received a new iPhone 6 which I took out on contract last week Thursday. The phone was faulty so I took it back and Telkom would not issue me with a new phone (this was on the 4th day after receiving the phone). Telkom has supposedly sent the phone for repairs but I have not been updated at all as to what is going on/where it is etc. In my opinion, I should be receiving a new phone. Even if the phone can be repaired, it means I received a faulty phone which could lead to it not working again in the near future. An update would be appreciated - I haven't been informed how long it will take for my phone to be replaced and I was also informed that I cannot receive a replacement phone from Telkom as they don't do that for Apple - What kind of customer service is this? To top it off, I was told I can collect my phone from Apple in Century City (as that is where I work) once my phone is fixed/replaced but have now been told by another employee at the same store that I may not do that. This is absolutely unacceptable - why don't your employees have the same story?