Terrible service

We have five cell phone contracts in our business name with Telkom since January 15. We usually deal with the franchise Telkom store in the Menlyn shopping centre with no problems. We upgraded one of the contracts that included a handset and submitted the paperwork on Sat 04/07/15 for approval. We were informed that the franchise store did not have stock and referred us to the Telkom owned store which had one handset left. After standing in a queue for longer than an hour we were informed we could only receive the handset within 48 working hours and someone would call us for collection. On Wednesday 08/07/15 we returned to the same store to enquire about the phone since we have not received any phone call. On arrival we again waited, subsequently presented with a handset that was deficient. On return on Sat 11/07/15 where we informed that we cannot claim the exchange guarantee as we returned the handset outside of the 7 day exchange period. We disputed this point and the store manager at the time, Mr Makuwela agreed to assist and call us first thing the next morning to make arrangements to exchange the handset, this never occurred. The attendant was rude and very augmentative.