Totally and utterly useless

I have been a Telkom mobile customer for just under 2 years now. Finally the time came to upgrade. with great excitement I contacted the Call Center and got my upgrade done. The new device was delivered and there the issues started. Upon opening the device I found that it is faulty. So on the first available working day afterwards I phoned them and informed them the device is faulty. They informed me they will send the couriers to pick it up which they duly did. So then I phoned them and asked them what is going to happen now going forward. I then get told that they are going to cancel the upgrade and now I have to go to a Telkom shop to do the upgrade. I WILL not go sit in a Telkom shop forever and a day only to get told they cannot assist me I have to contact the Call Center. After losing my sense of humor with the Call Centre supervisor I get told that they have cancelled my contract, placed me on a SIM only contract and they will now send this to the new contract dept so they can see if they can give me a new contract. so now my question is this. Does Telkom not want upgrades to be done? Is it right for them to just plain cancel my contract after THEY sent me a faulty devices? And when I raise these issues with the supervisor I get this "You can take it or leave it" attitude. So I guess Telkom does not care about it's customers.