24 Month guarantee

Hi<br> <br> This complaint is for my mother, as she does not have internet access<br> <br> She took her phone in for repair, due to the fact that it just stopped charging, after about 2 weeks, the store let her know that they will not be able to repair her phone, as she has abused it, this is where the problem comes in, as she did not abuse the phone and the store could not prove that there was any abuse on the phone, as the phone is still in perfect condition. Then after trying to sort out the phone, the store then told my mom that it will cost her R1400 to repair. What happened to the 24 month guarantee that you supply with the phone. If the phone was damaged, cracked screens or even scratched all over, this will have changed everything.<br> <br> Please sort this out urgently