Telkom Westwood manager disgusting

The manager at the satellite store in Westwood Durban should be sent for customer service training!!! Have always used this outlet because the staff have always been efficient and helpful but now they have a new manager who is totally rude and arrogant and was not willing to even try and assist me. My husband and I upgraded our contracts and phones to the iPhone XR. Within 4 days my husbands phone was faulty so as it says in the contract and OBE, we took it back. The manager said that it had to be sent to Apple and their policy was not to tell but repair. Why then do we get the OBE? My husbands phone is used purely for business and the reason for new phones, was his old phone was completely broken. So we give it a few days and hear nothing back. I go back in and tell them that I want a new phone as that is what the OBE says. The manager tells me they tested the phone and there’s nothing wrong with it but if I’m not happy I should maybe take it to the apple store. Passing the buck.! My husband by this stage is desperate so I take the phone off to apple. The tell me that they cannot take it in as it is under Telkom. They also tell me that they do not do OBE’s but because Telkom have me the obe which I signed, the should replace it. I then decide to go to the Telkom branch in the Westville Pavilion and the technician there tells me the same as apple and that they in fact open new iPhones infront of customers because of this policy,and make the customer sign a form once everything has been checked and working to cover this policy. They give me the form to take back and show the Westwood manager but take the phone in to send to apple. I go back to Westwood and explain the whole situation to the manager. He was so arrogant and rude and kept talking down to me saying that pavilion is a different branch and do things differently and that he was going to report the technicians for giving me the information they did. Hello, my husband has now been without a phone since the 17th, which I might add we are paying for. He said the best he could do was escalate my repair and that he would get back to me by that afternoon. Well it’s been another 5 days and I have still not heard from him. He should definitely not be in a management position when he has no idea whatsoever how to be a manager. I find his attitude to be totally disgusting and it is unfair that he has brought down the reputation of this once excellent service outlet by his poor service. I shall try again tomorrow