Iqos East Rand Mall

We are totally shocked by the lack of service received by Abigail and her colleague yesterday at East Rand Mall branch. We have been trying to vhange my wifes device for quite some time now! We told them yesterday that Claire from customer care spoke to my wife last week she told my wife that her device would be replaced accordingly and that we need to take the device to the closest Kiosk. Yesterday we went to back to east rand mall where they say it cannot be replaced as its out of warranty. We told them that Claire advised us it can the note was made on the system. They kept telling us they cant help us as its out of warranty. We were literally going back and forth the whole time. What made matters worse is the fact that they rol their eyes at us while talking in a different language. This is pathetic. As the business world is English and you cant treat a customer like this. They literally laughed in our faces while talking to each other. I have now called customer service again and Claire assist us yet again. She also said ahe dont understand why they did not help us yesterday as they work off of the exact same system and they she can see that we were at the mall yesterday as a note was made by the *********** staff at the branch. She also advised they here note is just above the one they made. This is unacceptable. You can trace the account with cellphone number ***. Claire has advised us they the new device will be delivered within 48 hours. She was realy great help you really need more people like Clair!