SHOCKING SERVICE FROM VODACOMN

I went into Vodacom Hout Bay to renew my contract. When I completed my forms and was going threw the process, I informed the gentle Zahid that the phone was going to be a gift for my wife and that I need to have it insured as well cause of the line of work she and I do and cause we have a 9 year old boy. She was at our sons birthday party and the phone was knocked off the table and the screen got cracked. I took the phone to vodacom hout bay and sent it in for repairs. I get called to confirm that I accept the quote for repairs of the phone. I informed them that the phone was insured and needs to be repaired under the insurance. The repair center informed me that there was no insurance on the phone. I immediately contacted the store and questioned this with the store. The store manager said that the paperwork would be sorted out and that the phone would be sent back to the repairs center to be repaired. I now received a call now again saying that the phone has been returned to the store and has not been repaired. I questioned the manager and asked as to why not and she claims that there is no insurance and that is why it was returned and I immediately said that I would collect it this afternoon and I want the details of the consultant and her details as I was going to lay a complaint. She then proceeded to just put the phone down on me.

What kind of service is this that vodacom a delivering and what kind of service is the store delivering. This is absolutely shocking and when my contract is done, I will be moving over to MTN