Really bad service

My husband renewed his contract with a new laptop, it was specified from the start that the laptop must have office. Firstly, the courier company is useless when it comes to following direct instructions for delivery. Secondly, the laptop arrive with no codes for microsoft office activation- so the fun starts... first we got told, we have to return the laptop and vodacom will supply a new laptop with office working... then we get told no we have to buy the office activation code and they will refund is... you sold a product with specific conditions to us, so according to the consumer protection act, this should be sorted out by vodacom and not cost us hours waiting for someone to phone us back which never happens?