Poor service

I send in my tab in January for the same fault as logged last year. Since I have the tab I haven't had the pleasure of using it. I did follow ups at promenade branch but haven't had positive replies. It seems that the staff at this branch don't know what customer service is. My wife have been to the shop on many occasions and was promised by the manager that the query will be sorted out immediately. We haven't heard from her since. I haven't skipped any payments even though I don't have the device. Empty promises is all I received. Contacting them is also a problem. I am at this stage helpless and don't know what to do or how to get my device back. Furthermore they want me to fork out R1100 and a further R180 to have the device collected On which I refused. I signed a contract with Telkom for a new device and not a broken one. I have been a loyal customer to them for some time. All my devices is Samsung and could not understand why they haven't contacted the supplier for some info. I still have both documents which was issued to me for the repairs done to the device. Please help