VSP is never wrong. its always the client's fault

I have a blackberry q5. That runs on bb10. I tried installing bb10.3 over the past few days. All that I achieved is depleted data. I went into3 Vodacom stores at sandton city, who had me running back and forth between two stores. The technicians at the service centre weren't sure of which update was available and the Vodacom store had a problem with the wifi. So I handed in my device at the service centre yesterday, where I was advised that it will be ready today and I will be advised by sms. The sms never happened, so I called them on more than one occasion to eventually obtain confirmation that my device is ready for collection. I promptly fetched the device, but to my dismay found it to be defective. The device failed to read the sim card. When I called the service centre to report the problem, instead of being offered a solution or at least an apology for the inconvenience