Pathetic service, blaming the customer for companies fault

I had recently upgraded my contract with MTN in october last year. I had the dissatisfaction of receiving a phone that had a software problem. Once i discovered this problem which was a week and a half after receiving the phone i had taken it back to the store for them to check that all was fine or not. The guy that assisted me, advised that the software had not been updated, hence some of the features didnt work. After setting the phone to update by the store; with full access to wifi 24/7 as well as having data at all times the phone didnt update. I had taken the phone back on numerous occasions until i was advised to send the phone in. The store also advised that during the December holidays the repair department closes. After taking my business into consideration i decided to keep the brand new phone without a scratch with me until they reopen as i require a phone at all times.

I handed my in to the store mid January 2020 to get the software fixed, which was the fault of the company itself. Its now March and they have not gotten back to me. When i called in to find out whats happening with the phone, they advised that due to a crack on the screen the phone has been sent for an assessment and a quotation will be sent to me to fix the phone. I spoke to a consultant by the name of Lerato, who was adamant that they couldn't help me further. When i spoke to the supervisor by the name of Kabelo Mohlamme, he kept arguing that the phone has a crack on the edge of the phone and i will need to pay for any fixing of the phone. I do not need the crack fixed, i need the software fixed. It is not and was never my fault for the software problems, why should i pay for the damage, and to make it worse im paying for a contract that i dont even have. MTN has proved to be utterly useless at service. All this supervisor was concerned about was blaming me for a crack on the phone so my warrenty falls off. What is the point of local stores if they have no say. My phone was handed in brand new with the faults, if the phone is damaged in any other way thereafter, it doesn't make the initial problem go away. Im disgusted after MTN being my family network for more than 15 years, they provide me with a broken phone and service that is so pethetic. How can you be so insistent on making it a point to blame the customer for the companies fault.