Broken phone + no care attitude = very unhappy customer

bought a Nokia 5.1plus cell phone at Mr price V&A waterfront on 21 Dec 2019. I went with Nokia because it is a brand that is very well known and has been around since cell phones came out. It was also on special advertised for R1999 plus a free cable.When I got to the till I noticed an override had to be done as the price was suddenly R2599, I asked what the reason is for the change in price and the lady (name known to me) explained to me that they do not have stock of the cable and for that reason the price is R2599 but they will honour the price it was shown on the advert which was R1999. I told the lady that it's not my problem they are out of stock as it seems to them they doing me a favour. After back and forth I asked to see the branch manager, on that the lady advised me that he won't know much (he is the branch manager) as the cellphones are not directly part of Mr Price but with a 3rd party company. The manager Mogammat came and explained to me exactly what the sales assistant told me! I explained to them that this was not about the 'free cable' but the fact that they advertised the product for R1999 and not R2599 without the cable! Nowhere was I told about insurance, guarantee or anything in that regard. Nevertheless I bought the phone and as I got home I noticed there's a difference from the picture on the box. At the bottom of the picture on the box the 'Nokia' logo shows on the box but not on the phone...but it didn't bother me- I'm just happy I have a new phone. After a few days the phone started giving problems, freezes and horizontal lines started to appear on the screen. I noticed there was a small crack on the screen while in use and know that this was probably caused through normal wear and tear during my usage. On that following Monday I went back to Mr Price and explained what happend. They immediately told me that the lines were there due to the fact that I 'dropped' it. I said, 'if I had dropped the phone don't you think that the whole screen would have been smashed( it is a 6 inch screen after all.)?' . I was told that they will have to take the phone in but will need the box, charger and everything that was included upon purchasing on which I fully understand. On the 3rd of January I took everything in and was advised it would take about 14 days, but they would inform me of the progress. About a week later I visited the store to check on the progress and the reply was that the phone had only been sent a few days after i had taken it back on Fri 16th. After that again I went to the store and was informed that the phone has been sent but with the back log from Christmas holidays it has not been 'assigned to a technician yet' By now I am FURIOUS and unhappy with this service as I now have no phone, I keep on having to follow up and there is absolutely NO customer service....

So in short:

1. I feel that the sales assistant was not very helpful even though she tried her best. 2. The branch manager did not handle the situation very well especially when the query came in about the advertising. 3. Did I purchase the 'original product? (the difference when it comes to the logo) 4. Lack of education when it comes to customer service.

Mr Price, I am utterly disgusted in your service!