Factory fault

Took the 2x Huawei Nova 9 SE deal at Cell C and one of the device is faulty as I can't unlock the device after restarting. The lock screen doesn't have a keypad, or should I say the keypad doesn't pop up after restarting. Instead of exchanging the device it was given back to me so that they can communicate with other Huawei Representatives as the instore Rep failed to fix the problem. This is clearly a software flaw and I reject any factory faults handed down to me. Can I please be issued with a new device.