Vodacom
Phone still had issues

Good day

Last month I took my blackberry for repairs as the camera was not working properly. Job number 8870910 and after Two weeks of not having a phone, my phone was exchanged with another device. So now this supposedly new device is giving me issues, the scroll button doesn't work probably some days and freezes from time to time, I have never experienced such with before my device got exchanged. I was adviced to take my phone for repairs again, its quite frustrating as I can't afford another 2 weeks without my phone, I called the insurance vodasure and they said I should have requested a BRE report with old device so why was I not advised this before hand since I do have insurance, please advise why forward regarding this matte