********** and *********** store ever

My relatve bought a phone with them, it had an already active sim, she went back got another sim.

After 4months the phone was dead just blank, she returned on the 2 September or so. She is yet to receive any information about it.

How does this work, why do these people have her money and cell phone both for their incompetence. If you sell brokem and faulty items why should the customer be the victim of such. What does consumer protection act says about thiz entlek?