Pathetic After Sales Service - Samsung J1

I purchased a phone from Game in Mall of Africa in Jan 2018(I cannot recall the date) for my mother which was working perfectly, then I was notified that the battery did not last and the phone was over heating. She took it in under the impression that she will be assisted with a replacement device all she was told is that the repair will take up to 21 days. The consultant took advantage of My mother as she is elderly! (absolutely disgusting service). She has not received any updates since. Please note that I tried to contact the store endlessly with no success

The device is till within the CPA (Consumer Protection Act) period and I would like a replacement. If a replacement cannot be issued then I want a full refund and will like to be reimbursed for the money which she spent on Transport.

The sales manager from Game Liberty mall called me on Tuesday and did not know what was actually going on, I was promised call backs which did not happen. The store manager was beyond useless as he told me that he cannot issue a replacement as the unit has a software issue which is not the case! The battery did not last and the phone was over heating. He also promised a call back as he wanted to investigate. I have still not received feedback? I then mailed Marilyn Quirke After Sales Service Manager and have not received a response yet.

I logged a complaint on 05/02/2018 and I am not getting answers, at this point I just want a refund.