Disappointed with the brand

Not happy with the service received from Istore- Mall of Africa. I bought earphones last year and still under warranty. One Pierce doesn't play anymore. I received the shock of a lifetime when they told me that they couldn't cover them because of something even the naked eye couldn't see. An intern was the one handling my case. She did the standard procedure of checking then when she was about to check if there was a replacement she found that they didn't have stock. Then she had to sc**** out the warranty and told me that there was a fault. She couldn't explain further.