PATHETIC SERVICE

I had been to the Liberty Midlands Mall, Pep store recently to purchase a cellphone as a gift for my mum. When I requested to see the type of font of the phone I was initially interested in, the supervisor brought a phone that was in for repairs, seeing this I got concerned and asked if these Mobi cells are problematic phones. The supervisor said no, not the Mobi Slim phones, so I purchased the Mobi Slim phone. Unfortunately, my mum's old sim was the old version SIM and did not fit in the new phones so a SIM swop was required. Although, a SIM was provided instore, it was MTN. I explained that it was not the network my mum was on and neither would she be able to use that number, as she is used to her old number. The supervisor confirmed it would not be a problem if we used another network or if we didn't use the MTN sim. Due to mum's ill health, she requested me to get it done and I could only do this on Saturday that had passed (29 February 2020). The consultant at Vodacom informed me that doing a SIM swop, it would take 24 hours before it's completed. So in other words late Sunday evening we switched on the new phone and added contacts, etc. That Monday, 2 March 2020, calls was being received but no calls could be made out. Sms's were not being received. At first we thought it to be the SIM so used the SIM in my phone and it worked perfectly. Put my SIM in the new phone and still no calls could be made nor sms received. Conclusion was that a brand new phone was not working. I am disappointed as this was a gift for my mum. I called Pep store (Liberty Midlands Mall branch), and spoke to the same supervisor who assisted me with the purchase at the time. I explained but was told there is nothing that can be done and the phone needs to go for repairs. I explained that this is a brand new phone, it hasn't been used and it's not working phone. I further explained this phone is a necessity as mum's health is not right and she needs a phone hence why I bought her a new phone (clearly expecting it to work), as her old one doesn't work properly. I even explained I didn't need my money back nor did I care if I had to pay more for a better phone but to please assist me and still I was given a deaf ear and spoken rudely to. I took it further contacted the customer care line, I spoke to Nonku, who said the Area Manager, would contact me and Linda Rangasami (Area Manager), contacted me and again I had to explain the story. She was not at all helpful, point blank stating there's nothing she can do and I need to take in the brand new phone for repairs. She behaved very rudely, stating that she has other customers to attend to and other things to do. Is this how an Area Manager supposed to behave? Is this how Pep values their customers? Is this the customer service we receive from Pep? I am really disappointed with Pep. It's extremely frustrating to purchase a brand new phone only to discover it doesn't work and it's never been used yet it has to go in for repairs. I always thought that Pep was a reputable company but with the service I've received from the store and even the Area Manager, it's evident that they don't value their customers.