No record keeping of customers queries

My wife got a new device from Telkom on Thursday 6 August, a Samsung A31 wich gave problems almost immediately. On Wednesday 12 August 2020 we took the phone to the Telkom store at The Vaal Mall. The Tecnician there told us that we should phone 10213 because the phone was still under the warranty period. She phoned while we were still in the store and the lady who assist her told her that the courier company will get into touch with her to arragne for a date and time for collection. By Friday she received no call. She phoned 10213 again and was informed that there is no record on the system of her qeury. The person who assist her said that he have sent an email to his suppervisor and that he will phone her. This was at 09:01 at 15:00 she got through again on 10213 and talked to someone else. He informed her that she should phone 081180. On Friday she could not get throuhg, so she tried to contact someone on the online patform. There she was adviced to sent an email to ***. She did sent an email. Whether it was received is a mystery as she did not received an automatic reply and have not received any respone to her email. Today, Saturday 15 August 2020 she got through just to find out that there was no record of any of her queries made since Wednesday 12 August 2020. This call was cut off due to a bad line from the Telkom Representative (her own words that her line was bad and she do appologise for that) After 3 more attemts on 081 180 she got through again to someone who told her that she will send an email to the correct department and someone will get in touch with her. The 7 day warranty period has passed so what now?