The convenience of hiding behind the "contract"

I've always understood a contract to be a legally binding agreement between two like-minded parties. This legal binding can only be effective once both parties are satisfied within the contract. Not only at the beginning, but right through. If one party does not keep up their part of the bargain, contract is void. I've recently experienced major issues with the Telkom branch at The Glen. I got an iPhone 6s contract and ever since I got the phone, I have had issues with the phone. Try to speak to a consultant over the phone and the line is cut, because of the codswallop network. Try to get through to the technical department and you will hold on forever, because hey, you paying them anyway. Finally, beaten by the waiting period, you give up and hang up. Eventually, I decide to go to the branch and a lady, named Nomie, tells you the problem is Apple, not Telkom. Then I ask myself, "With whom am I in this agreement?" Apple or Telkom? I wait forever on an Apple consultant, who they called in. I tell her what my issues are and she ends up updating my software. She also agrees that some of my issues are not related to the phone itself, but to the network provider. (Did I mention, after the update, my phone is not capable of uploading any of my previous applications? - So how helpful was that?) I am then referred to an assistant manager, who I greet, but she does not give any acknowledgement to my existence. She rather makes as if she is suddenly busy, writes down a number on a page, picks up a phone and runs to the back office making a call. She cannot even apologise for leaving you standing. I end up with this "Nomie" lady again, who, after every issue I raise, conveniently answers, "I don't know!" Good sales people can look you in the eyes and assist you in resolving your issues. But at The Glen's Telkom, computer monitors are the place you stare at if you want to avoid people. I am given a number instead. With this I am supposed to get into contact with Frans, "the manager". After a full day of calling, not once was that phone answered. I end up going back to the branch (after wasting litres of petrol). I meet the ****y manager, "Frans". His ****y attitude had me throwing out my toys from the cot before I knew it. He "wants to assist you and wants to listen to your problems", but after every statement you make, he has something pathetic to come back with. Which in most cases makes no sense. He tells me that "Telkom has no ties with Apple", and, therefore, what the lady did the morning on my phone is not their fault. Also dismissing advice given to me by call centre staff, stating that "they are only call centre agents". The ****iness of his "manager" title all up in his head. Have you ever experienced a "manager" who can only answer, "I am not educated in that field" when real questions are put to him. Well trained to avoid conflict, because who wants to argue with someone who knows nothing. Not once could he give me a solution to any of my problems. Instead, he asks me, "What do you want me to do?" After giving him a possible solution, he would just fell that, "No, that won't work!" Why, because it's an inconvenience to Telkom. How about my inconvenience for you? Now I ask, what is a contract? Something which only Telkom should be satisfied in? I know Telkom is not interested in their customers. If they were, I wouldn't have read numerous complaints about The Glen's branch and its pathetic services. If they were interested, they wouldn't have appointed rude and disrespectful staff. Let alone a manager who is "not educated in" any "field" and laughs at you in your face. One who cannot give you advice on anything; who is not even capable of logging onto a computer himself. I would suggest to anyone who is even considering Telkom as a future service provider to NOT EVEN WASTE YOUR TIME! You will be highly disappointed. Like the dozens who have posted about this issue before.