Terrible customer service practices

I am so shocked that a company that is seen in such high regard has such poooooor customer service practices - there are so many rules that are not customer eccentric. You pay a fortune for a product, it has manufacturing defaults and then you must drive to an istore, allow them to do a diagnostic in order to request for a new product (they have multiple products on the floor but this is not allowed to replace your default product "as it is from their different stock") and they need to order specifically to replace your default. So silly! How can Takealot have 10000 times better customer service :(