Out of Box Failure

On 29.07.2018 I upgraded my contract and got a Huawei P20 and on 06.08.2018 I returned the device because of a faulty camera. I was told that I do qualify to get a new device seeing that it was returned within the 7-day period but in order for that to happen the device has to be taken for assessment and a credit note for a new phone will be issued. I now was baffled when I received a call from Elisha from the technical department saying I can come collect the very same device that I dropped off, as there was nothing wrong with it, now this was on 13.08.2018; Elisha went on to add a that I submitted a phone that was working. I told Elisha that I would not have wasted my time to return a phone that was working which was seen by Zoe together with two staff member who confirmed my theory.

On the very same day, I went to hear this story out; the Technical consultant said she could not give me feedback because she does not know what was done to the phone. I explained to Zoe that I will not take the phone because what if the phone gives me the very same problem a day or two later? Zoe promised to call me back the next day for feedback. True to her word Zoe called me on the 14th August 2018, apparently nothing was done to the phone as it was working when technicians at Potchefstroom received it. I again reiterated that I will not take it back. Zoe said she would escalate the matter to a different team. Yesterday I was at The Grove Mall and thought I should check on what is happening because I have not heard anything from Vodacom The Grove. It turns out that the phone has been returned and the comment made is the phone needed a single upgrade. I now ask why is there a 7-day return policy if this is not carried out? We are now approaching month end and Vodacom is going to debit my account for a faulty device that was returned well within the specified time.