What happened to Telkom's customer service?

I went to the telkom direct store in N1 city on the 3/3/18 and opened a brand new contract where I wanted a Huawei P10 lite but the consultant Andrew Adams then said that the huawei P smart is a much better device as it has a dual camara and it has the same features like the P9 which they no longer stock. I then went for the Huawei P smart. The store was closed at the time as it was late. When I got home I saw that the device already had the screengaurd on and it had a few scratches on. I then took the device back the next day and told the consultant that I am not happy with the device because of the above reasons and it was nothing like the P9. I was not happy with the device as it was not brand new when i got it.I was then told that they will logg a case and cancel the contract and move my number to prepaid where i will not pay any cancelation fees as it was not anything i did wrong. I was then told that once the case ********** 8 is resolved I can the come to the store to open a new contract. The Hauwei P 10 lite which I originally came for, with the same benifits and price (chinese deal which ended the 5/3/18)and keep my same number of ********** 545.The problem Im sitting with now is that Im still waiting for it to be resolved as nothing has happened yet. The 21 working days which was the turn around time has expired and I feel frustrated cause why do i have to suffer? This is ridiculous! Im gonna take this matter further.