poor service to customers

i bought a hisense U 939 phone from makro on 31st of jan 2015 and after using the phone for only 10 days the phone stopped responding to my password and when i looked at it closer i discovered that 3buttons on the left side were nt working and i took it to makro on 14 feb they told me that i will get my phone after 3 weeks and i contacted them they said no they didnt say 3 weeks i must wait for 6 weeks and i did after the 6 weeks i contacted them and the lady who answered me was rude to me and she said the phone is still at the manufacture. I bought a phone from makro because i trusted them because i thought the service was excellent bt now i see that there is no excellent service here im not the one who is supposed to contact the manufacture bt they are supposed to do that because im their customer but if makro is failing to meet with customer needs then its better to shop somewhere else where there is excellent service not this, all i need is a good working phone thats all or a refund because i cant keep on being patient when makro doesnt even try to explain what is going on with the phone.im sick and tired of this pathetic shop