Bad attitude from the manager and staff

Went into the Cell C shop to fix a phone all it needed was a software upgrade it is my mother's phone and she is unable to do the update she has been to the store 4 times and each time been given a different excuse as to why it can't be fixed today's excuse was that there was no Internet and then that the screen of the phone is cracked there is no signal on the phone the manager says that it's not a Cell C problem even if it isn't the way the staff at the store treat the clients is a Cell C problem the utter disrespect shown by the manager towards my mother is completely unacceptable and I know for a fact this isn't the standards of Cell C as I have dealt with amazing people at this particular store in the past specially when taking out the contract for the phone in question