Poor Customer Service

The worst customer service I have ever experienced, I have bought a BR (Bennett Read) IRON on the 01 August 2024, on the 13 September 2024 just over a month later product stopped working, took it to Makro Alberton with my receipt and original packaging, and was shocked to be informed that the item has to be booked off for REPAIRS because it is over 14 days since purchased, my question is what is being guaranteed for 12 months if the product has to be booked for repairs during the warrantee period? I asked since it is just a month old, shouldn't it be exchanged? I was met with a hostile NO.

As a customer I felt aggrieved that my new product will be opened and returned to me which makes it to be bought at 2nd hand shop. I called @TEVO, who were equally useless and I was sent from pillar to post for over 30 minutes on the line and all they could say was "I'm sorry sir but we have a procedure", since when is procedure superior to customer service? If the product is defective in the first month of use and it was used as per how it was intended, shouldn't the product be exchanged and use the defective product as a tester for the company to see what went wrong without inconveniencing the customer? The manager at TEVO that I was finally transferred to was just full of empty promises, he said he will motivate for a new product via email, which never happened and he disappeared, when I followed up he promised to get back to me within an hour and disappeared for days and only returned once I have complained and collected my product which even Makro staff could not tell me what is or was the problem. my repair ID is ***

I will never buy appliances or electronics from Makro ever again, the blue retailer was the best as they gave a full refund after 20 months of use and item was on warrantee for 24 months.