Complete Desregard of the Consumer Protection Act

I bought a tablet from Pep Store beginning of May. Mid April I put the tablet on the charger and went to bath. Upon my return I found the device hot on the left hand side (when holding it face up) and the screen had cracked at that same point with ink collected on it. I contacted Pep Stores and was told to take it to the store where I bought it and they will send it for review. At the store, the manager Mastuntu tried everything to stop me from having the device looked at, including insulting my intelligence stating that she was on the phone with a technician who used a tracking number to confirm on the system that the phone was physically damaged. Today I contacted Future Mobile to follow up on my device, Ref 27033, and spoke to Bongi. She told me the finding was that the cause was physical damage. When I told her what actually happened and that I need someone else to review it and she first resisted that request until I asked her to go find out the process for a dispute. What I found strange was that the report they received from Pep did not state how the damage happened (as explained by me), it just said screen cracked as though it was sent for repairs and not a claim of factory fault. I pushed until she asked her manager for the process to dispute who told her she will look at it and I must get back to them later for feedback. From the onset, I have received pushback to have this tablet looked at, misleading information was given to the technician, and there is no clear process to review any finding. I don't see how I can be expected to accept/believe that a fair process was followed because it looks to me like because the screen is cracked then it is physical damage and no one wants to actually investigate what happened.