Bad Product Elektra Bad Service by no so Brilliant James

On 01.07.2022 I went to Chili on Top and purchased an Elektra 2 Bar Heater. On 05.07.2022 I took the heater in and was refunded and decided to purchase the 3 bar Elektra Heater. The 3 bar was also faulty and I took it on the 22.07.2022 into the store. The lady at the front desk advised me that they will need to send it in from repairs. I asked her how many days would I be expected to be without a heater and she advised me that she doesn't know but the rep calls on Monday and Friday and since I brought the product late Friday that would mean it might be picked the following Monday or Friday. I then asked when does the repair process come into effect as per the CPA and was advised by the Trainee Manager Brilliant James that it repair comes into effect only when the supplier collects the product. I advised the Trainee Manager that it is not fair to me that if Disc hem sends the product in for repair after 2 weeks after I brought in that would be mean I would be without a heater for however long it takes because as per Brilliant James there is no policy at Dis-chem that allows for a refund/new product if a product sent in for repairs is not returned to the client with a certain time frame. Which would mean I could wait 3 weeks or 3 months and even receive my heater when there is no need for the heater. Brilliant James asks her co-worker to contact someone from the store. The co-worker phones the team member and he/she was busy by the generators and couldn't come through. The staff member at the desk then tells Brilliant James that the team is busy by the generators to which Brilliant James ( Trainee Manager) replies " well then the customer just has to wait". I then pointed out that her arrogance is not a good trait. Brilliant James is a very good example for individuals who are really poor at customer service and should never sit at the front desk or work at customer facing. It is also very disappointing that Dis- Chem doesn't have a policy whereby if a product is brought in for repairs after a certain period if the product is not fixed and returned to the customer then the customer should be given a refund/new product. I will also be checking to confirm that as per Brilliant James the CPA states that the repair process only comes into effect when the store sends the product.