Faulty 5000 series steam iron - poor service from Philips

Good day. I am seriously disappointed in Philips. I bought a 5000 Series iron and the steam function is faulty. I spent ages talking to an agent on WhatsApp who refused to admit that the iron was faulty and kept giving me instructions to hold the iron vertically, to make sure there was water in the tank, check that it is on a steam setting, I need to empty and refill the tank because it is a new iron, to shake the iron back and forth to get it steam going. I decided to take it back to the shop I bought it from to replace it. They told me for that model specifically they cannot replace it they have to send it back to you guys. My comment was that you then obviously know there is a problem with this iron in particular and it should be removed from the shelves as this is seriously poor customer service.

Now... I never spend more than R300 on an iron. I spent R1049 believing I am going big on quality. I now sit without an iron and I own an airbnb which requires daily ironing. How long will it take to send the iron back to Philips. How long for them to check it out and repair it and send it back.

I really do not appreciate buying something brand new and having to have it repaired. It should be replace immediately without inconveniencing your customer. Period.

This kind of service is absolutely shockingly poor.