Bad service due to device issue repair

I Bought the device (Cellphone) Hisense U71 at ackermans Mall of Tembisa on 03/04/2025 so as you know the device comes with the earphone and the earphone stopped working so didn't have a problem with that because my phone was doing OK and as times goes my phone started to give me technical issues then I went to ackermans on the 18/06/2025 to take the phone for repair as it still under guarantee so I was told they won't book my phone as I don't have the earphone so my question is are they exchanging my phone or fixing my phone so right now iam stuck with the phone that is not working because they can't book my device for repair and my question is if I returned the earphone when not working would they have helped me. Ackermans mall of tembisa have poor customer service they only want our money but when we have problem they aren't able to help us. I will never shop there. And I once bought the device at some other retail I never had a problem with them fixing my phone due to earphone. Please help hellopeter