Samsung lack customer service

I received the buds+ on the 15th June as part of a joint promo between Vodacom & Samsung and since then the left bud does not pair with my S20 Ultra, since the 17th June I have been in contact with your service centre and everytime I call I get a different answer. I was even told that if I go to wefix it can be swopped out, only to get there to be told it has to be sent away. There should be a whole history on your system about something as simple as replacing a set of buds. This has even been escalated and same answer go to the service centre (wefix). I find this unacceptable since you couriered the item to me, why can it not be collect and swopped out for a pair which works? I will be forwarding my complaint to Vodacom as well as I want them to take the device back and reverse my upgrade so I can take a different device from a different manufacturer as Samsung does not care about their customers. Quick to advertise free stuff but not willing to fix when customer has a problem.