Sloppy service when devices are faulty

IQOS South Africa I have spoken to your consultants in Canalwalk, I have spoken to them on messanger regarding my device. I taken the time to go to Canalwalk twice especially for my device and once I gave it to a rep . Still I am stuck for months with the same problem. They gave me a link for a firmware update but my device doesn't allow me to do that. Terrible service. Honestly I am tired. Not the experience I would associate with your brand. My device (IQOS duo) doesn't charge passed two bars, & it's not working I tried everything already. What am I suppose to use meanwhile? For months this is continuing I hear them say there's nothing wrong with it when clearly there is. It doesn't even pull properly.