Disappointed and not satisfied

So about 2 or 3 months ago my Dad bought a Samsung A06 at Ackermans Dwarsloop mall, the phone started acting up as he says that upon purchasing it he was told that there is a 12 month. Warranty should the phone give him problems and they didn't real give him factual information about what does it mean in terms of 12 Month warranty and what it really covers, he started experiencing problems with the phone and it was taken in for repairs it got book he even got a confirmation sms that the phone is booked for repairs only to later receive an sms stating that the phone will not be attended to because he dropped it, however the phone doesn't even have a single scratch to it, I went to dwaarsloop ackermams yesterday and spoke to the manager Meketsi who was refusing to give me his full name which I believe might be because of Popi act however here is my take, they didn't explain to My father what does the 12 month warranty cover which I'd like to believe that my dad is not the 1st client to be mislead, they Lack customer etiquette and TCF, Meketsi the manager refused to give me the proper email adress and contact number of the Area sales manager because I feel they know what they did to the phone he didn't assit me the only thing tangible he said was that the people who are supposed to be fixing the phone are lazy, my Dad doesn't have a phone as we speak can there be a way forward regarding the phone being fixed because why was it booked for repairs and then later canceled we need answers