exchange policy

I went to the store to upgrade my Vodacom contract on 21 March. I selected the Microsoft Lumia 535 , did the upgrade and left the store. on 23 March the screen dies and does not switch back on. (common problem with these handsets if you browse on google) I return the handset to the store on 28 March at 9am (7 days later as per the faulty cellphone exchange policy stated on your receipt) . Here's where the fun started: as I consulted repairs counter I was told by the very enthusiastic and helpfull staff member that he does not know the process of exchanging a cellphone as it is on contract and the staff member who does contracts only start at 10am. I had to stand around in the store till 10 am. When 10am came and went I returned to the counter and was then told the said staff member is only coming back on Monday. No one came to me to inform me of that when I stood around for an hour.. I repeatedly said I cannot understand how he can be the only staff member in store who can assist with a simple task of exchanging a faulty cellphone. I was told that the phone needs to be sent for inspection and a exchange can not be done even though your policy states otherwise. What a shocker...