Useless Service

I purchased a hi sense phone from games in Brooklyn mall, Pretoria in March, within 2 weeks the speakers and volume stopped working. I book it into games who sent it off for repair. The phone comes back with a report saying an update was done in the phone and guess what the phone still has the same fault that was logged. How does an update fix a physical fault? I then go back to games and call hi sense from their store. I speak to a woman named Kat / Cat this morning who asks me what I would like to do. So I tell her I want a replacement device or a refund. She was supposed to get back to me. I'm still waiting. I call again and now nobody answers their phones at hi sense . What pathetic service!!!