Poor customer service

In mid July 2022 my husband purchased two Iqos 3 Multi. About a month later one of the devices started giving us problems. My husband and I went to the Cape gate branch and were told that both devices are registered on someone else's name and is out of warranty, also it picked up a very different devices. After back and forth emails the devices were finally registered (we found this out a month later). On the 12th NOV we returned to exchange the faulty device only to find out that there's no details of purchase so there is no proof on the warranty. This was so frustrating. We were asked to leave the device there so that the consultant can sort it out for us. On Tuesday I received a call to follow up on the new device purchased as we had no other choice and I explained to the person why we were forced to purchase another device and he assured me that I would receive a call from the manager on Thursday. Today is Friday and nobody called. This is such pathetic service and it's really frustrating!!!!!!!