New Apple product Vs Vodacom incompetence

Two weeks ago I upgraded my daughters old iPhone to a new iPhone 13, we did not even get to use the phone because it would not read a sim card and had to be sent in for repair? new phone that's never been used should be replaced was never even taken out of the plastic!! Its been two weeks and the phone has been sent from one Vodacom department to another and back again without been fixed or at this point even been looked at because no one at Vodacom seems to repair Apple Phones? Apple my question is why would you let someone like Vodacom who seems totally inadequate to repair an Apple product, especially one that should have been replaced anyway continue on this path why would you not step in and repair the units yourselves to ensure the Apple brand in SA does not fall victim to SA incompetence