Horrible service

I'm writing to express my disappointment with the service I've received from Vodaworld. On January 29th, I visited the store to book my phone for repairs. However, when I returned to collect my device on February 15th, I was surprised to find that I had been given the same model, a P40 Lite manufactured in 2019. The staff informed me that the phone had been sitting on the shelf for 5 years because it wasn't responding to the charger.My question is why would I be given an old phone ,whereas the terms and conditions states that if the device is not fixable i get a new phone of the latest model.The manager advised me to take it home, charge it, and return it if it still didn't work. I refused, as the phone is even older than my broken device, which is currently beyond repair.

I contacted my insurance provider, and they informed me that I'm eligible for a new device, up to the value of my coverage. They instructed the consultant to cancel the first incident and register the device as beyond repair, so that I can receive a new phone. Today, February 29th, I received a message from the repairs team, asking me to accept or decline a quote. I'm extremely dissatisfied with the service I've received, especially considering that I'm paying for insurance. I hope that this matter can be resolved soon.

It's now been a month since I've been without a device, which is extremely challenging for me to manage my daily life. When I contacted the Repairs department today, they seemed to be unaware of my incident and informed me that the store had rebooked the phone for repair. They advised that they would send an email to the Advanced Repair team to escalate the matter, but they couldn't provide a timeline for when I could expect a response. I'm extremely frustrated with this run-around, especially considering that my premium payments are deducted every month without fail. I expect a higher level of service, especially given the fact that I'm paying for insurance coverage.

Device model:P40 Lite bought 2020