Shocking service and bad attitude

I have 6 contracts with Vodacom and have been a customer for many years. I ordered my phone online and after a week found it to be faulty it was replaced and I have had the new one for less than 2 weeks when I received an error message to say a software upgrade was required! At Vodacom the the glen I was treated with disregard by the manager and informed it would cost R150?! I explained it was brand new and he was like oh well its R150 go back to where you ordered it from, I explained it was online and he said to go to head office?! After chatting to the customer care they said he should do it at no cost as its less than 6months old. While attempting to get hold of the manager he is always busy and does not have the decency to return calls. My other contracts are held with this store I wish I could cancel them! All I require is someone to let me know why a brand new Samsung would need a software upgrade and the service shouldn't be charged as I was informed by customer care Vodacom. Service from this manager is disgusting! This manager is a disgrace to Vodacom and am shocked how badly I was treated!