OBF-Promise one thing and do the oppsite - Poor customer service

What an unpleasant experience after so many years of good service.

I recently upgraded my contract via the online platform. I spoke to Amelia Chetty on the 03/09 and ordered a Samsung S8 in gold. I was advised that the phone will e delivered within 7 to 14 working day. By the 28/09 i had not received the phone and did a follow up. The person advised the deal is waiting to be validated and she will have the sales consultant contact me. Amelia advised that head office advised that the gold S8 has been discontinued and they has a black S8 for R20 more monthly. I agreed as the price difference was minimal. I then received the new phone. When i turned on the phone it did not respond like it should. I kept trying but it just would not work. I then called within the 7 days OUT OF BOX FAILURE window and was advised that the device will be collected by RAM couriers(VODACOM SERVICE PROVIDER)and assessed and may be replaced if it could not be repaired. I upgraded another contract and when the ram consultant called me to advise on the delivery i advised i have a phone that needs to go back to Vodacom. She advised to give her the reference number and advised they will collect the faulty phone as well. I then get an email from the sales consultant Amelia advising that my deal reversal has been processed and the package i was on has now R809 to R919. I was very confused as i did not request a reversal but wanted to return the phone within the 7 day OBF period so they can replace. That's when the real drama started. I was advised that the 7 day OBF is actually bogus and that the deal reversal takes place and you need to take a more expensive rate for the same package due to price increase. A lot a emails when then sent back and fourth and the consultant Amelia was rude on email and when i spoke to her telephonically. Apparently i don't understand there process and she cant explain it to me. I then get a call from her manager Melissa Pillay who explains the same thing that Amelia did. She also get rude and defensive and speaks to me as if i am dumb. So the jist is that the 7 day OBF warranty that Vodacom advertises on their website is nonsense and does not work. You will be forced to pay a much higher rate for the same thing should you device fail to work. The tone of both Amelia and Melissa was not that of a company that should pride itself on customer service. I have 5 other contracts with Vodacom and this is not the service i expect.