Vodacom refuses to assit with software update

My vodacom tablet is still under warranty but needs a software update. When I took it in to vodacom in vincent mall i was told that i had to pay for it to be booked in and that i will be billed for it and also that the cracked screen had to be fixed before they can assist me. What nonsense is that? What is the purpose of a warranty if you have to pay? The lady that helped me was very rude at the same time. Just gave me attitude. And this is not the first time i had to take in the tablet for repairs. The first time the tablet would not charge due to a factory fault. Now this is their software update problem again. How many times am i going to have to struggle with this?