Pathetic service

Purchased a Hisense cellphone and in less than 3 weeks the phone would no longer charge. The phone was returned to the Ottery store weeks later they got back claiming I need to pay R1200 to have the phone repaired. I paid R2000 for the phone, this is ridiculous for me to pay to have a factory fault repaired. They claim that a slight scratch on the device caused the charging problem. Not to talk about the service received from the ladies at the store Kim and Dorianne. They have no respect for customers whatsoever. I've been in customer service for 10 years and never would I allow any of my staff to treat customers the way my mother was treated. I'm disgusted and refuse to pay to have the device repaired. You might as well refund me. It took the staff 2 weeks to get back to me letting me know I have to pay 1200.