Telkom bad service

I booked in my Samsung s5 mini on the 05-01-2015 as per cpa I opted for replacement as my phone was purchased in November 2014. Telkom staff told me it must be assessed first with a 2 to 3 week turn around time. After 3 weeks I called store they had no feedback and advise to wait for sms. Waited day or so called again. This store advised that phone must be awaiting spares. Why is it awaiting spares if I opted for replacement? Called a few more times still told to wait for sms. It's a month now and the staff promise to look into it and call me back but they don't. I dealt with the same guy on all phone calls, he was abrupt. This is very bad service. To be paying for a contract and be without your phone for more than a month. No response from staff. This is really ridiculous all I want is my phone replaced as per the cpa as my phone is defective. How much longer do you expect a customer to be without their phone?