No compassion for a pensioner

I would just like to say that I think its terrible. A friend of mine who happens to be a pensioner bought a phone at Pep Cell and just 10 days after purchase the phone is not working. They first gave him a battery and when it still refused to work, it was said that they had to send it away and it would take about TEN WEEKS? Really? why don't they just replace it? Now this man is sitting with no communication. Where is the compassion in customer service?