Faulty mobile device, atrocious customer service

I purchased a Hisense E17 on 23 March 2025 as a birthday present for my mum. The Sales Agent was Dimpho. She paid very little attention to me (I was the only customer in the store on the day). We asked for the specs of the device and she referred me to it's packaging, she couldn't answers questions about the RAM size or any of the product specs. Nonetheless, I proceed to buy the phone. At the point of sale she request for my proof of identity (which I didn't have on hand), her colleague abruptly mentioned that without my proof of identity I couldn't purchase the device. I got my niece to fetch this from the car and Dimpho then called one of the Fidelity security guards who works in the mall to put on a screen protector at an additional cost of R60/80 (that I had to pay in cash). The gentleman (named Thabang) came into the store took the phone and dissapeared for a while, while waiting for the phone to return as well as for my proof of identity she proceeded to ring up the device and I made payment. Upon completion, she gave me the till slip, told me to sign and I then waited for the phone. The security guard resurfaced after 15 plus minutes with the device and we packed the phone back in the box and left the store (nothing else was said by Dimpho prior to my departure). On the evening of 23 April 2025, the phone went off and wouldn't switch back on. I then took the phone and it's original packaging back to the store on the afternoon of 23 April and found Dimpho at the still point. I explained to her what had transpired with the phone and she said the phone would be booked in for repairs, I then refuted this and she then denied having sold me the device and called someone by the name of Adel, who emerged from the backend of the little store. I explained to Adel what transpired on the day of purchase and what was wrong with the phone, she too insisted that the phone must go for repairs, when I enquired further about this "policy" and informed Adel that this was new to me and had not been mentioned on the day of purchase, she simply said she couldn't do anything about the matter. Long story short, I declined the "booking for repairs" option and asked that the matter be escalated, she called their Customer Careline and I spoke to someone who advised Adel that she would need to refer the matter to the Area manager. Adel called the Area Manager and prompted (him/her) on how to respond to me, needless to say that this Area Manager refused to speak with me. Another call was logged with the Customer Care and I was promised a call back from the Area Manager within 24 working hours. It's now way past the 24 working hours and low & behold, no call has been received from Tebogo, the said Area Manager. Not only was the service by Adel and Dimpho atrocious and disgusting, it was extended by their calling the mall security into the shop due to my presence in the store. I spent over an hour in that store and walked out far more disgusted and disappointed by the lack of service and without a phone.

Is this the Customer Service that Pep Stores prides itself in for it's low income customers?