Rude Branch Manager!!!!

My Sony Z3 was sent in for repairs FOUR times from November 2015 to present for OVERHEATING. Telkom sent me a refurbished device instead of a brand new device after a 4th time on 9 March 2016. They then offer me a Huawei P8, Sony M4, Samsung S6. I had purchased the Z3 for the sole purpose of the 20megapixel camera. Pamela Makamu, branch manager of Tekom Direct Greenstone, insists I take one of these lower end phones or cancel my contract. She is unwilling to listen as I speak to her over the phone and is in the habit of talking over the customer and screaming. She is willing to lose customers and opts that I cancel my service and forces me to fill out a cancellation form instead of solving the problem. She never replies to emails, which is a vital part of being a branch manager. She SMSes instead of replying to her emails, which is highly unprofessional. Up to now, I still do not have a phone which I pay a monthly subscription for. I have made it quite clear that I will accept nothing less than a Z3 or better. After 4 months, I still do not have a phone. Does Telkom even care????? I have even escalated this to the MD's office and it seems like Telkom totally disregards customers.