IStore pavilion - pathetic service delivery and management

I recently upgrade my contract with IStore pavilion for an iPhone 16pro 1 terabyte. When I started up the phone it started heating up to a point that I was afraid it was going to explode during the software upgrade. I took the brand new phone into IStore to return for a new device as I was about to spend over R40 000 on this phone that was heating up. I requested a new device as I didn’t know what damage the extreme heat may have caused to the phone and I was well within my 7 day out of box failure policy. The technicians refused to assist by replacing the device stating it’s a common fault. When I spoke to the assistant manager he insisted that they cannot replace the device even though I was within the 7 day consumer protection laws and OBF. They have “guidelines” to follow. Then what’s the point of laws if guidelines supersede it. A few minutes later the manager, a white and the assistant manager, an Indian male, stood across from my wife and I, talking about us and they both looked at us and giggled and continued to smile while mocking us in conversation. This was the most unprofessional and unpleasant visit that we ever had to IStore. So unhelpful and terrible service delivery. Unprofessional and pathetic Human Resources. We have been loyal customers of IStore over the last 16 years, however, we have never had such terrible service delivery. I haven’t had a single phone for the last week and I don’t know how much longer this will take.