BAD CUSTOMER SERVICE AT AMERICAN SWISS

So my fiance baught me a watch from American Swiss. It's a Rosegold watch. The watch was R800 and he got it for me for Christmas . January 31 2024 I realised that the watch is giving off its colour. I went to the Shop with my slip for them to replace my watch. The ladys there told me they cant replace the watch with a new one they have to send my watch in first for manufacturers to see if there is any problems with the watch and I will have to wait a few weeks. I told the lady there is nothing wrong with the inside of the watch its just that the colour is going off. Then she said but its not her problem and she can do nothing as to send it back. Witch is untruthfull because I have a family member who is the manager of American Swiss in Capetown and according to her, thry have to replace it.. I called Customer Care. They are not picking up. My point is that when they made the sale the money was paid Emmediately but when handling with complaints the customer just have to wait.. Its ridiculous