managers helpful response

I bought a portable aircon from game in January 2015 it suddenly stop working. we took it back yesterday where we wait for over 2 hours in response of the staff's unwillingness to be helpful patricia called unathi she did not talk to us just connect the machine to confirm it is not working( I suppose they do get a lot of changers)without a word unati turned around and walked away then we wait eventualy I asked the lady what is going on she told me that unathi went to phone the buyer? again we waited I was wondering why she did not use the phone at the counter? again I asked just to be told she is waiting for game headoffice to tell them what to do another 10 minutes I had to leave I am using oxygen and needed to be on the machine she said they would phone me regardles to say the next afternoon after I phoned three times with no luck I asked to talk to the branch manager and within 20 minutes the problem was sorted out I always believed unsmiling staff is because of unsmiling managers but now I know it is not true they just don't want to give good service i want to apologise to managers and thank you to mark zalsa who proved efficiency and made a difference,