Truworths cellphone purchase

On the 20th September I bought a cellphone from Truworths Vaal Mall. 4 days later the phone started showing a message that it’s overheating and switch off afterwards. I returned to the store on the 27 September to return the phone as I was informed that it will be replaced if it gives me problems within 7 days. The Supervisor (whom I don’t know by name) told me I was a day late for them to replace the phone as it’s already day number 8. My phone was therefore booked for inspection.

I called the Truworths customer care line to seek understanding about the counting of days for cellphone purchases. The lady agreed that it is indeed day 7 and not 8 and the phone should have been replaced. I received a call from the head office the next day which was the 28th September and I was promised that they will get back to me after communicating with the store manager. 25th October I called head office to make a follow up since I have not received any communication from them or the store regarding the matter. Again I was told they will get back to me. 30th October I made another follow up with the head office and to my surprise I was told to call the store myself and talk to the manager.

1. I took the phone on the 7th day after purchase so it’s supposed to be replaced, as they said they would. 2. What is the use of a customer care line if they can’t resolve customer issues? 3. I am paying for a cellphone I am not using

Please help me