Unacceptable customer care

I recently purchased a new device from : Vodacom's online store, however it seems to be defective. I have contacted the stores which were nearest to me however they refused to provide any assistance and only advised me to another store. Upon calling that store, they advised me that the best they can do is book the device for an assessment with the manufacturer and that i should make use of the manufacturer warranty. None of the employees advised me of the 14 day return policy should I be unhappy with the purchase. As a further disposition, the manufacturer [samsung] then states that the device may be with them for 7 business days should it need repairs.

As a consumer who purchased a brand new device, is this the level of service i should expect from a telecommunications giant?