Poor service BT Games Woodlands (poor aftersales service - PS4)

I bought a PS4 console from BT Games, Woodlands Boulevard Mall in Pretoria. It malfunctioned while under warranty, however it was during the level 5 lockdown and could not take it in.

I sent an email to BT Games, Woodlands informing of such and indicated that I will return it when lockdown has been lifted. I did sent it back when they opened under level 3.

They contacted me after 2 weeks, was helped by a Duma, to inform me that the exchange has been approved by the supplier. He also sent me trail of emails to this effect. Approval of the exchange from their supplier, Rene (Partserve) as well as Karl -technical support (Gamefinity).

However I am not disappointed that I was told to drive to Johannesburg to do the exchange myself (I am based in Pretoria). That is entirely unacceptable. It is BT Games duty to provide after service sale especially when the console was still under warranty

Please assist