Pathetic service from Mobicell and Edgars Vosloorus

My mother bought a Mobicell cellphone 2 weeks ago at Edgars Vosloorus. We discovered that the speaker is faulty. We returned the phone back to Edgars Vosloorus. It has been 2 weeks, no feedback. I had to call the store and request feedback. I was told that Mobicell is not providing feedback and not responding to emails from the store. The store will not give us a replacement cellphone because the policy states that they have to return the phone to Mobicell and only Mobicell will make a decision. This is pathetic service and disrespect for the customer.