Oppo - Vodacom contract

At the end of November last year my mom decided to upgrade her phone so she went to her nearest store (Vodacom at the Protea Glen mall) where she was assisted by a consultant by the name of Ernest. She was sold the Oppo stating it was similar to the phone she had previously and was advised not to take any Huawei as it didn’t have google. Despite this being a new phone she experienced issues with it (battery running out quickly, phone freezing, photo/video app freezing, dual sim not always detecting the Vodacom sim, constantly getting SMSes from Vodacom stating her sim is in another phone), she then brought the phone into the branch within the 7 day period and explain the issues she was having with the phone and was referred to the Oppo representative Kgomotso who was the one to check the device. My mom spent the entire day at the store leaving in the afternoon since her arrival in the morning waiting for her to tell her what is going on when she finally told my mom that the phone needed an update which was done, my mom left trusting the experts opinion that all was well with the device. When my mom arrived home she realized that all her data was used up which does not make sense as the updates were supposed to be done with the stored Wi-Fi no??

A few days after the first visit to the branch she again had to return to the store as the problems persisted. Again she spent the entire day there with the “Oppo expert” texting the Oppo work group asking for help etc. yet again all that was done was update the phone again. In total my mom has been to the branch 4 or more times yet hasn’t gotten any proper assistance from the branch.

My mom suffers from chronic arthritis and this up and down she’s had to do due to the people at the store not helping her properly is wrong and unfair. I am well aware that this was deliberately done as a stall tactic to avoid having to exchange the phone within the given time period allowed. Had she been assisted properly from the first time she brought the issues to their attention we wouldn’t be here right now. According to the CPA this is *******. I have resorted to laying a formal complaint on my mom’s behalf as no one at the branch or via call can seem to assist us effectively. My mom is paying way too much money (Close to R2000 for her Vodacom contracts) to have a brand new phone that’s giving her so many problems. The sales staff only cared about getting their commission not ensuring that their customer is 100% happy and satisfied.

I’d appreciate it if we got a response back with a way forward. We will not accept the fact that it is over the 7/14 day period as the staff at the branch delayed this on purpose to ensure the time lapsed