"Free" wireless ear buds not working since day one, not replacing even though it has a warrantee ...

I received a pair of Huawei Free Wireless Earbuds as part of upgrading my one contract at Vodacom Heidelberg Mall. This was around Oct/Nov 2018. Within the first week I experienced problems with the Ear Buds. I took it back to the store. A Huawei Rep was on site and after a reset the earbuds were working again, but only for a month. We took it back to Heidelberg Mall and again a reset was done and this time round it worked for less than a month. Only one ear bud was connecting. We took it back yet again, but the reset did not work this time round. Unfortunately, we got aggravated with all the drama with the earbuds, that we stored it in the box it came in. However, now on 14 Aug 2019 my son decided that he wants to make use of the ear buds, so off we went to the Vodacom Store in Heidelberg Mall yet again. This time the same Rep from Huawei was there again, and he even remembered the problems we have experienced with the ear buds previously. He advised us to take the ear buds in to the Huawei walk-in repair store in Melrose Arch and then get it fixed/replaced under warrantee, which he pointed out to us comes with a 24-month warrantee, included in the box it came with. Upon arrival at the Walk-In centre on 15 Aug, the front desk consultant was not very helpful or friendly. At this point I was already tired from the more than an hour’s drive all the way from Heidelberg to Melrose Arch, so I was hoping to get a friendly reception at Huawei Melrose Arch. After waiting for my turn to speak to a help desk consultant, I was told that “Free Gifts” are not fixed/replaced under warrantee. I then spoke to a supervisor, Siphiso, and he said that he will write a mail and escalate my query to Head Office and motivate it on my behalf. He said he will include me in his email and took down all my details. According to him I will then receive communication from Head Office. He said he does not promise my anything, but there should be means to get the ear buds replaced/fixed. To date of this email 27 Aug, I have not seen his email nor have I received any communication from Huawei Head Office. I, and by the way, I took a video of all my discussions at the help desk to confirm the above, available on request. All I want are Earbuds that work. Can it be this difficult? Why did the not replace it when I took it back the first time within 7 days?