Brand NEW phone turned into a SECOND hand phone

I would like to send my complaint against Makro Montague Gardens and their cellphone supplier Vodacom. On 08/08/2020, sales rep Nicole from the cellphone department assisted my husband (Warren Hendricks) when he bought me a Samsung A20 S as a birthday gift at Makro Montague Gardens. As per norm I switched the phone off to recharge and after fully charged the phone did not want to switch back on again (bare in mind, it's not the first time that I've switched it off to charge my phone that way). On 02/09/2020 the phone was returned to the store where my husband was told that the store have to send it away for assessment (of which I did not have a problem with). On 11/09/2020 the phone was only then "send" to suppliers after my husband made an enquiry/follow up at the returns department. After another enquiry/follow up from my husband, he was told that the supplier (Vodacom) is waiting on a part for a BRAND NEW phone. My husband phoned me immediately to give me feedback on what he was told, I was totally unhappy and irritated cause if the suppliers are waiting on a part, it clearly means that they are going to open the phone, replace whatever part that needs to be replaced which will make a NEW phone a SECOND HAND phone. I asked and said that I refuse to take back a second hand phoned that was opened and that I wanted a replacement (from supplier) or a total refund (from the store) and allow me to purchase a phone somewhere else. On 18/09/2020 (today), we did another enquiry at Makro and we were told that the supplier said they will not give a new phone but instead replace the part and I just have to wait till when they are done. First of all, why is it so hard and impossible for them to just give me a new phone (replacement) and I'm referring to the store (Makro) and the supplier (Vodacom, whom I refuse to consider ever again) after my money was definitely good enough to make sales. Second, why do we as the customer have to do a follow up as we not getting any from Makro's returns department. Just because my husband works there does not make me less of a customer. Third, I'm sure if it had to be someone else this matter would have been resolved with excellent customer satisfaction on the very same day that phone was returned. Thank you Makro and Vodacom for your EXCELLENT CUSTOMER SERVICE!