Ackermans review: Faulty phone

My Assistant purchased a new Samsung mobile phone form Ackermans. The phone was faulty and returned to the store where they were advised that it would be repaired. After some time the phone was returned to my assistance in worse condition than originally. The store and head -office now keep giving us the runaround and no one is accepting responsibility. My assistant has been advised that he should contact Samsung directly as it's not Ackermans problem. This is ridiculous as Ackermans is where this was purchased from. It has been months of frustration with a paid for phone that has not worked since day one. I would appreciate a response from Ackermans managment. This appears to be a common compliant from several customers. I want someone to contact me in the regard to resolve ASAP

Thank you