Vodacom - Shame on you vodacom

I write on behalf of a senior lady in our church. In 2021, she signed up for a contract with Vodacom. It was a 3 years contract taht included a wifi modem and a laptop (picture attached).
When she tried to set-up the laptop, she discovered that it was faulty (copy of message on screen attached).... when she contacted the customer care on the phone a few days after she received the laptop, they were rude to her (telling her "didn't you receive the modem"as if she had to accept a faulty computer !) . They asked her to send a letter, which she did and then...nothing.
Up until now, the matter is unresolved.
When she visited a local Vodacom shop, they told her they received several complaints about the laptops in this particular offer, but they could not help her as she needed to "deal directly with Johannesburg", according to them.
Vodacom still debits her account for a faulty laptop....