telkom not prepared to honour a contract with them

After many interactions with this branch I am at wits end. I have been to this store, 130km from Grahamstown as this is the easiest accessible branch for me, several times the last few months re the Samsung S3mini which I have a contract for. After every visit I was dismayed at the service in many ways, from the way I as customer was treated, to poor service, denying that I was not informed re certain aspects and non-compliance. I could not sms, downloaded photos from the gallery, download whats?p, etc <br> With the last encounter I was told that I have to send the phone in for repairs that will take weeks. Which meant I would be without a phone for that period while I have to continue paying the contract. When I manage to get a replacement phone I asked friends to take the phone to the branch (please remember I am 130km away) with a letter stating my contact details as well as problems experienced. The respond...they need the box etc, where in the past I was told they only need the phone...AND then...I have to take the device to the Samsung offices myself!!!!<br> The question is...I DO NOT have a contract with Samsung...so who is responsible for providing me with the correct service