Poor service from Vodacom - OBF Reject

On March 4th, 2025, I purchased a mobile phone from the Vodacom El Ridge Store. However, from the very first day, the device started overheating significantly. I promptly returned the phone to the store on March 11th 2025, where a consultant assessed the issue and confirmed that the phone’s overheating was abnormal. She advised that I should book the phone in as an Out of Box Failure (OBF) for further inspection.

The device was sent to the Vodacom Fourways store, and later to the Advanced Repair Centre in Midrand for further assessment. Throughout this process, I made daily follow-ups to check the status of the device as I was left without a phone, but I did not receive adequate responses or any urgency from the Vodacom team. Eventually on the 19th of March, I was contacted by a Vodacom consultant who informed me that the device was considered an OBF failure, and that no issues were detected. However, I have reiterated that the phone was Overheating, which was also checked at the store confirmed to be overheating at the store of purchase, and under Vodacom's policy, I am entitled to either a refund or a replacement device due to the faulty nature of the product.

I was advised by the Vodacom Consultant that there is nothing they can do as Samsung rejected the OBF. So, am I just expected to accept this faulty device back, I paid for a New working device not a faulty phone!