Telkom doesn't value clients

I've been trying to upgrade my device. Yesterday I was met with bad service from a telkom store in South Gate. Today I waited in the line for close to an hour then when I got to the consultants I was told that I can't get my device as the cellphone vault has been shut whereas I was in the queue. We can't do upgrades online, but when we go to the store we still don't get assistance. Does telkom no longer value its clients?