Really shocking client service!!!

On 12 November 2020 I renewed my contract with Telkom Mobile and received a new Samsung A11 with my new chosen plan. From the onset, people that I called and people that called me, complained that they could hardly hear me when on a call. Not being a technology expert at all, I presumed that the call volume of the phone might just be softer and initially didn't think too much of it. The problem did however persist and on the 26th of November I decided to take in the phone to log a complaint with regard to the problem. The agent assisting me informed me that the warranty states that the period in which the phone can be exchanged for a manufacturing fault, had expired but the could book in the phone and have it repaired under warranty. I accepted reluctantly because it was a problem from the onset and I take great care to look after my devices and belongings in general.

On the 1st of December the outlet that is handling my complaint, did get back to me but not to give me feedback with regard to the repair, but with a quite and with the allegation that I had damaged the screen as well as the microphone! I am in possession of the original job card that the phone was logged in with. The agent inspected the phone closely and found it to be in good condition according to her expertise. Now the want me to pay an exorbitant amount of money to fix a phone that wasn't working correctly from the start and alleging that I was negligent with the phone, when they themselves said that I had brought it to them in a satisfactory condition without damage to the screen. After numerous discussions with the store manager Mrs Sandra Buchler and other assistants in store, they are simply persistent that I pay to have the phone repaired and no further investigation was made to establish if the finding the quote is based on is accurate, or whether an error might have occurred in the assessment process. I am very disgruntled after several attempts to contact Mrs. Buchler on a number she provided me and which she initially answered and now is ignoring my calls to. I would like to appeal to anyone with the authority to escalate this matter and is able to achieve a result in this matter, to assist me please! It's been more than a month and I have basically had no use from a brand new phone. I would actually like to demand that my phone be replaced with a new headset after the distress and inconvenience I have been forced to endure!