PEP - Poor customer service ?

I bought a phone at Pep cell church street on the 25-09-2024 and in about 1day or 2 it started show some fine grey lines at the top right corner the line come and go at any given time so on the 30-09-2024 I called the store and told them my problem then they said I should bring the phone when I arrived at the store the 2 assistants attended to me tried their best to try n help me they then said to us that we should wait for the manager to finish with another customer then she will assist us(I was with my sister).But to our surprise when the manager was done with the other customer she then went to the back we thought she was going to fetch something but we waited for about 20 Min with her not coming back we asked the assistant to call her funny enough she was sitting down eating she came to us and told us that there nothing she can help us with hence she went to sit down and have lunch,we then asked her is there a way forward with the issue since the lines where not reflecting at that moment she said again "thes nothing's I can do ,I don't want stock loss in my store and I won't call the area manager and allow her to tell me what to do in my store"I had to buy airtime and call customer care service and the assistant on the phone di ask her that since she doesn't have a solution her self why doesn't contact the area manager there might be a better solution but still Tshepiso (the manager)refused and said she will not,my question is doesn't pep teach their store associates customer service and does the store manager have a final say without the assistance of their superiors at some time if so what's the point of having area managers ??