Samsung UK....see what Samsung SA does to it's customers....is this the norm?

So it's been two months and I am really frustrated. I remember a time when customer service and follow up were the norm....Telkom and Samsung have failed to provide solutions but rather choose to blame each other, each saying it's out of their hands. And here, I am bound by a contract but a contract they failed to fulfill on their side. When I app**** for the prepaid contract I did so with the assurance that I would receive the earpods and fitbit. Mr Potts assured me that it was such an easy process and was so helpful....until he wasn't. He said I would receive a link...I would click and fill in. He informed me that I had to action this process and would receive ...all was good. I asked him on numerous occasions if this was easy to claim and he assured me it was.... So he sent me the link...I clicked prepaid as it was a prepaid contract...and then ...nothing...for weeks... I followed up....crickets....then I wrote a review about the stuff I did not receive...next day I got a call from Vaughn Samsung. He apologized and said both my items would be sent....two days later I received the earpods but no fitbit...I contact Vaughn and Mr Potts...they say no worries it will be sorted....it's not. Another complaint as Telkom blames Samsung...me the customer does not care I just want it fixed... Vaughn calls a third time...he says in the most arrogant tone well I am just calling you to let you know you will not receive the watch...me"What, why?" Well you clicked the wrong button...you clicked prepaid and you on contract....I say yes ...prepaid contract he says...that's not the right box you ticked....and proceeds to say " you should have read the terms and conditions."...I said but I was told what to click, and clearly in nformation was not relayed correctly so you are not fulfilling the contract. I asked where I could escalate it too and he says "it ends with me"...like really...you own Samsung....you decide that I am no longer a customer and as such you should not go the extra mile.... I will not let this go Samsung and Telkom....I cannot....doing so would go against everything right....you guys would not do this to big corporations so why the little guys? You both decided to dig your heals in to prove a point....I on the other hand cannot let this injustice go unchecked....and so the battle continues....please give me the watch you are contractually supposed to....I await your response.