Game - *********** staff and no process

I took a Samsung tablet on a 2 year Vodacom contract on 24 December 2018. The tablet stopped being functional in May 2020. Since it was under warranty, we took it to our nearest Vodacom store on the Bluff. The tablet was sent in by the store for an assessment, however, it was returned to us a month later. I was advised that Vodacom was unable to pick up the serial number of the device. After a lot of investigation by the consultant at the store, it was established that despite having being bought on 24 Dec 2018, the device was only processed on the system on 27 Dec 2018. Further, the serial number did not pick up since the wrong item was recorded - a Vodacom tablet was recorded instead of the Samsung tablet that was taken out. I was advised to go to the Game in Galleria where the contract was taken out. We went to Customer service at Game Galleria on 16 June 2020. We were assisted by Jabu & Prenesh. Prenesh located the tablet barcode on the Game system and Jabu booked it in for assessment. We were given a document with a reference number stapled to the supporting documentation from the Bluff Vodacom store. We were advised to call after 21 working days. My husband called Game on 16 July 2020 and was advised by an employee of Game that due to the lock down, there was a backlog and they were unable to repair the tablet. Since 21 days had passed, we were entitled to a credit. When my husband asked what was meant by a credit, the consultant advised that the tablet will be replaced. We went into Game on 17 July 2020 and was told by Nosipho Zungu that she could not help us since the document that we were given by Jabu was not sufficient and that we needed to have the original receipt from 2 years ago. We were highly frustrated since we did not have the receipt from 2 years ago and the fact that the tablet was on Contract could assist in validating the purchase. Prenesh from Vodacom, who originally assisted to book in the tablet, pretended not to remember anything and was very unhelpful. Even the manager(an Indian lady) was very condescending that we had not held onto the receipt from 2 years ago despite none of them advising previously that the receipt was needed. After a lot of shouting, a call was logged to head office to request the original receipt - this could have been done a month ago! I am still waiting for feedback from Game. It is apparent from this incident that the staff are *********** - the wrong date and item was processed 2 years ago- which ended up becoming our issue! Further there is no process with an audit trail since we were told the manual document given to us was of no help. This has been incredibly frustrating to be on the receiving end of incompetence and not having a process that works!