Unacceptable service

My sister is disgusted with the service offered by Pick N Pay Hypermarket in Gqeberha. She purchased a Genesis Vacuum cleaner in December 2021. Used it on a few occasions and the machine packed up. After returning it to the store was told by the assistant Thomas that the machine will be sent to the supplier for assessment. After "assessment" it was found that the motor had seized. The blame was placed on the consumer as a cop out. Consequently they are obviously unable to assist. According to the manager, Luigi, who claims that they will do a "favour" by repairing it despite it being under guarantee. The service is totally unacceptable and has resulted in a customer loss for the company as we will no longer be purchasing from them in the future.