what happened to customer service at pepcell? dissappointed

Its horrible how pep customer care allow their staff member to bully customers,its unbelievable, I bought earphones at thavhani mall in jan,when i got home irelised they were broken ,i dint even took them out of the package.it was on weekend so the following monday i decided to go to the nearest branch to exchange them,i went to pepcell in mphephu siloam.the person who was incharge that day came out of the office with a verybad attitude and told me it was my fault and they will noot exchange them.well i decided to call customer care hoping they will help,after the lady on the phone spoke to the managerby the name of Tenda she told me that they cannot exchange the earphone for me because that will mean stockloss for the branch.i was speechless i couldnt believe what i heard so i wrote an email to customer care and even sent photos of the eraphones with the reciept everuthing still in the box,i was visiting limpopo so when i came back to jhb oneday i got a call from a pepstaff,whoi told i was in a work meeting,i didnt even get his name,but he wasnot willing to hear me when i kindky ask that we communicate via email or whattsap cos i was in a meeting,well that was the last i heard from pep,i was just reminded today cos i needed the earphones and i found the reciept.

I know pep can do better,or maybe i should say they use to do better when it comes to customer service,even if its my loss i hope you change your behaviour towards your customers.

Ps i still have pics and a reciept

and im sure there is a lot of other ppl being treated like that but they dont know who to turn to.