Makro Silverlakes Big Disappointment

We bought a Hisense E50 Lite cell from Makro Silverlakes on 21.08.2021. In the past week, the phone started heating up. We went to Makro this morning (10.10.2021) to exchange the phone as it is a safety hazard. We were told that the phone must be sent in for checking and that they need to make sure that we were not negligent with the phone and because COVID business is down and they cannot afford to lose money. I do understand their point of view as well as he explained to me they also have a policy and procedure, but according to the consumer's act we are in our rights "Consumers may return detective or unsafe goods request a full refund, provided it is done within a reasonable period". Our intention was not a refund but only exchange. If all goes well we should have an answer by 15.10.2021. As my daughter uses the phone for school it is not an option to send it in for repair. It is a safety hazard for her and her classmates as I am scared the phone will explode. I will have to give my phone to her so that I can have peace of mind that nothing will happen to her. Warning to all, do not buy phones at Makro as this is the problem you will also have when trying to exchange the product because it is faulty and a safety hazard. For many years we visited your store and spend a lot of money at Makro Silverlakes but today was the most disappointing day of my life, the service was pathetic you get treated like you owe them the world. But let me tell you something Makro Silverlakes if it was not for our consumers you will not be successful. You lost a very loyal client today and walked out there very unhappy.