Terrible customer service from the "manager" at Game at Mall of Africa

I purchased an external hard drive from Game, Mall of Africa approximately 1-2 months ago. Yesterday, 18 March 2023, the hard drive started making a clicking noise and ceased to function by no fault of my own.

I approached Game at Mall of Africa for a refund/exchange and was referred to a Mr. Mpho. He told me that I must have dropped the hard drive and that he cannot provide an exchange. However, there are 2 problems with this reasoning, namely that 1) I never dropped the hard drive and that this was obvious from the lack of external damage and/or loose internal components when shaken, and 2) he referred me to a small scratch on the corner that is nigh-invisible to the human eye. The aforementioned could have occurred at any point when being transported in a laptop bag or through any normal wear and tear. He refused to entertain any further explanation and simply stuck with his incorrect opinion that I must have dropped it, even though that was not the case and no material proof could be provided on his end to that effect.

Therefore, I left confused and frustrated as to how I could not be reasonably assisted in this regard or at the very least expect professional input from a person who claims to be the manager for "5 Years".

Absolutely abhorrent and further adds to the narrative that Game as a brand is going downhill. People like Mr. Mpho certainly adds nothing to the goodwill of what was once a respectable name in electronics. On the contrary.