Appalling Service

I am utterly and deeply disgusted by the service I received from Mr Price Cellular at the Ballito Lifestyle Mall. I bought 2 Samsungs A4s in November as xmas gifts for my kids. On xmas day my kids opened their xmas gifts and were thrilled. However my daughters excitement was short lived. We set up her phone and then when she went to charge the phone, the side power button was not working. So we took the phone back to Mr Price Cellular the following day being the 26 December to exchange the phone. I was told I could not exchange the phone as the warranty had expired. The phone came with a 7 day out of box warranty and the phone had only came out of the box on the 25/12. I was told the 7 days OUT OF BOX warranty is from date of purchase. But I explained to the consultant that the phone was only taken out of the box on the 25/12. And yes I understand I purchased the phone in November but the out of box warranty should apply from the date the phone was actually taken out of the box, hence the term OUT OF BOX WARRANTY. The consultant refused to assist advising that the phone had to be sent to the warehouse to be repaired. Now here is my problem, if the phone is repaired and sent back to me, the phone automatically becomes a second hand phone. I DID NOT pay for a second hand phone. And worse off I must wait 21 days. Now my daughter is without a phone for 21 days while watching her brother with his new phone. How disappointing and heart-breaking is that!!! I requested the manger call whoever is in charge to get a second opinion, he then called the area manager Khulekani Zondi who also refused to exchange the phone!! Bottom line I was sold a faulty phone. MR PICE CELLUAR SOLD ME A FAULTY PHONE and instead of taking responsibility and exchanging the phone, it became an issue of policy. I will now be given a repaired phone which may not even work properly even after being repaired. This is disgusting and pathetic service as this was no fault of mine. Surely an exception could have been made given the circumstances and the proof I provided that the phone was only taken out of the box on xmas day. Eventually I had to give the phone in. What other choice was I provided with. And it saddened me that I had to walk out of the shop feeling helpless having shown no empathy and no client service. All I want is what I paid for, A BRAND NEW WORKING PHONE. Not a repaired second had phone.