Telkom customer service is just horrible. Is this service received from Telkom worth it? What will must happen to this phone that is giving me problems?

On the 25th of January 2018 and lots and lots of days I was pestered by telkom sales agents who called wanting to do an upgrade for me, on the 25th I agreed to it. On the 30th the phone was delivered but on the very same day the phone had issues. I tried calling telkom which was a mission. And I could not get hold of them. On the 31st, I managed to go through sales and one sales agent Nokubonga (from Durban service center) who gave me an excellent service, logged a call that the phone be collected(I still have the phone with me) and replaced since it was not working properly from day 1. But she told me to call the 10213 number to request the delivery of the new phone to be made. On the 31st I tried calling, only to be unsuccessful, yesterday I called that number again and was on the line for 50 minutes I still could not talk to an agent. What kind of a service is this? I need a new phone to be sent through but also I need the faulty phone to be collected.