Rude and Condescending Data Technician at Vodacom 4U Galleria

I suppose I'm writing this review on behalf of my mother. She purchased a Samsung Android A6 on contract from Vodacom 4U Galleria and on Monday (22/10/2018 one week after purchase) the internet no longer worked on her phone. We went into a Vodacom shop that same day thinking it was a network issue and we spent a few hours with the people there while they tried to fix it. They advised her to go to the shop she purchased it but it was after 5 and her sister-in-law was in ICU and my mom had to rush to the hospital to see her, these precious few hours would turn out to be the last she would be alive.

Herein begins the problem, my mother went in today to Vodacom 4U and they told her they would have to book/check in the phone and return it to her in two weeks, during that time my mom would have to do without a phone. After the recent death in our family this is not possible, not only that, my mother runs a small business and needs to be available on her phone a lot, speaking to suppliers, customers and liaising with the bank. She asked if they would provide her with a phone for this purpose.

This all sounded reasonable to me, however, the Data Technician, Zain, laughed when she made this request. I couldn't understand why. As he went through his explanation, telling us the phone would be unavailable for two weeks he continued to snicker and behave in an outright rude and condescending manner. I couldn't understand what was funny about my mom being without a phone for two weeks, I still couldn't understand what was funny after she explained to him she couldn't be without a phone because of her business for two weeks and I still couldn't understand what was so funny about her not having a phone when someone in my family had passed.

After my mother expressed her displeasure not once was this man accommodating or compromising, another employee had to come because I suspect as a 2nd language English speaker my mother was beneath his consideration or respect or for that matter good service.

For us this matter is not about being without a phone for two weeks at a critical time but rather the complete disrespect and condescension the guy expressed. I am thoroughly disappointed.