Utterly disgusted with the manager

I called in a few days go to report my phone speaker phone not working properly. Mpho a call centre agent called me and explained that I should take the phone in to the store and book it in for a service. I went to Sandton City store and Stanwin was professional in doing so as I was clearly frustrated. He OFFERED to call the manager to assist. He called the most arrogant person I have come across. He said\ You expect us to believe that you had the phone for 2 years and still expect it to work properly"Now my question is"