I Store online technical support/assistance

I just had a problem with my iPhone so I went through the Istore website I found that you can be assisted via live chat then I requested assistance then a lady by the name of Nokuzola came online I explained my problem then she asked for phone serial numbers I gave her, after a while she said they can't assist me i'm not their customer they only assist people who bought phones from their stores. I said to her I bought your product so I think that qualifies me to be their customer then she left the conversation just like that.