Unprofessional Conduct/Refusal of Phone Repair

I have never been so disappointed and dissatisfied with the service I received from a till lady and Manager Zama on 4 June 2026. I visited PEP store to request repairs for my Stylo Axis phone, which is currently within its 1 year warranty period. I bought the phone a month ago and it now has a malfunction loss of sound. Since I was told that the phone has a 1 year Warranty which covers manufacturing defects, hardware or software failures under normal use. Not accidental mishaps. The store till lady asked me for a purchase slip which I told her I do not have anymore. She told me she could not accept the phone for repairs as they use the purchase slip to trace it at the manufacturers repairs centre. I asked for the manager who had a name tag of Zama. She told me I am taking chances as I told her that no one mentioned that I should keep the purchase slip but they did mention the fact that I should keep the phone's packaging box which I did. Zama told me that one day I will get my fingers burned by not keeping my till slip. I asked her if they do not keep purchasing slips in their shop system of all customers. She told me to look at how many people are in the store and that the till machine would crash if theye did that. She said the transactions are deleted at the end of each day. She took my phone and opened it. Took the SIM card out and went outside the till cubicle for a while came back with my phone set a factory reset deleting my son's data, pictures and information without my permission. She said the phone has a sound loss indeed and gave me phone back and told me they could not help me. I asked if they could check cameras in store to see my proof of purchase at the store or my account as records of the phone's purchase will show. The till lady showed no interest in trying to resolve my problem at all and asked me to step aside while she continued to serve other customers with my phone box left open on the desk. Zama and the till lady without a name tag refused to accept the device for repairs solely because I could not produce the physical till slip. While I understand the store's policy of preferring till slips. I explained to the manager that I have lost it. Under the Consumer Protection Act (CPA), a store may use alternative proof of a transaction. I am able to provide an alternative form of proof of purchase,, the phone box. The Statement of Account in your system with a list of items bought during April and May or time of purchase can be retrieved. As I bought the phone using my account at PEP. Despite all my reasoning the manager was unhelpful and refused to assist me or look up the transaction on your system, which leaves me with a defective phone and an unresolved issue. I request that management investigate this incident. I value being a customer of PEP, and I hope this matter can be resolved promptly and amicably. My son uses the phone to study now he is inconvenienced. Kindly make an effort to place trained and knowledgeable stuff, especially when dealing with customers in the front desk, to avoid similar unpleasant situations from happening to other customers as well.