Not the right TOOLS for the job

I purchased a Bosch drill in March my husband used it a few times and it started smoking and then just stop working. He returned it to store with all packaging and proof of purchase, he had to leave it at the store an wait for a review of the product from Bosch.The store service has been absolutely disgusting, it’s been with them for more than a week with no communication from builders. I want a full refund, when I called the call center they said it should not be a problem the store should give me a refund as all power tools has a 6 month guarantee. I’ve tried getting hold of the store “what an impossible task” there is not number for them, even calling the call center they can’t reach them. So now we waiting on a review from Bosch, I’ve since bought a another drill as I cannot wait for this review without communication as I have things that need to get done. When I spoke to store manager he gave me a long story about why they might not give a refund if Bosch replaces the item???? I don’t want the drill, it’s expensive and gives this kind of problems and to be honest I don’t want to support that builders store. Then another scenario was that if the drill needs to be fixed it will be on my expense, oh hell no. I just paid almost R4000 for the drill, a month ago and now expected to dish out more money.