fone don't work

My Mom is a pensioner shes got a upgrade in May a new Samsungfone the thing has so much problems and all that vodacom tells her she must bring it in for repairs shes using her old blackberry that we can hear her when we call.What if shes in danger and she cant use her phone.Everytime vodacom tells her in three rivers tells her to go to Vanderbijlpark.