NOBODY KNOWS WHAT IS HAPPENING AT TELKOM

I booked in my galaxy note 8 as it had a factory fault. Telkom has given me a reference and advised that it had been allocated to a repair center. NOBODY AT TELKOM CAN USE MY REFERENCE TO TELL ME WHERE MY PHONE IS OR WHAT IS GOING ON WITH IT!!! I just want to make sure that I do not get a repaired device that is not even 3 months old. All the customer service departments at Telkom do not work. What are you servicing? It seems that the staff are trained not to help... While typing this I have been holding on for someone from the repairs extension to answer for more than 30 minutes now.... Your service and staff are all on holiday it seems. THIS ISTHE WORST NETWORK BY FAR!!!!