Poor service

I took out a contract phone for my mom as a birthday gift, and what was supposed to be a gift turned into a nightmare. The phone was delivered on the 5th of Feb 2025, I then switched it on Samsung A5 and put it back into the box and left it as it was not her birthday yet. On the day of the birthday we tried to switch it on but it was just blank, we then assumed the battery was flat and charged the phone, it would not switch on but made an indication by vibrating that it was being charged but the screen was blank.

I then visited Vodacom Zevenwacht Mall to try and find ways to be assisted and I was told I need to bring in an invoice for them to book it in. I then bought the invoice, only to be told that the invoice I got online is a quote invoice and they need the actual invoice which I had misplaced. I contacted customer service they sent me the same invoice that the store refused to assist me with and advised that there is no other invoice. I went back to the store which I was referred to online as I placed the order online so I should follow the online route.

I sent an email to Vodacom customer service and no response was provided till this day. I also contact after online orders and they advised they could not assist me as it’s more than 14 days later. They escalated the matter to another department that would call me, and I have not received the call.

I am so disappointed in the service I have received as no one seems to be willing to assist and I am stuck with what was supposed to be a gift to my mom with no help. Before one knows it, I will be 6 months into the contract and will be told to take it up with the insurance for something I have been trying to resolve from February 2025