poor response service and feedback

Iphone 5S - the same respons since 5 December 2014. They are looking into it. They are investigating. They will get back to me. And then they supply me with a new phone. What a joke. a re-conditioned renovated phone that was retruned by somebody else? not brand new? and i have to be happy about that? and it will be giving trouble in how long? is there anybody out there at Telkom that actually takes responsibility for any problems? as the Somerset Mall staff has no idea and it feels like we as the client is dealing with somebody out there ie somebody in the air handling these issues as nobody takes any responsibility for anything. Please. And Telkom. Why do you bother? i should be credited for the 3 months that i had no phone. And how long before it happens again. Can an actual person from telkom contact me and not via an email that is non-specific and the person replying cannot be contacted as according to the call-centre they cannot take calls. so who do i ask??? for a propper update? oh why do i bother???