Pathetic service from Dell, First Technology and First Shop

I wrote a review recently about having to return a Dell item purchased on dell.co.za First Technologies is a reseller of Dell products in SA. But correspondence comes from a First Shop email address. Following my negative review on Hello Peter, someone from First Shop and tried to explain the set up. I don't really care. They are all related to my purchase. They also said something would call me - nobody did. I did a confirmation that my return was approved but that I would be charged 15% as I used the item - of cost I did: how else would I know the item was not working for my laptop. I informed Dell and First Technology and towns the item over three weeks ago. None of these parties are abiding by the Consumer Protection Act. I didn't find returns policy on either the Dell website or on First Technology. The only think I credit First Shop for is that at least they respond on Hello Peter. But at the end I'm still worse off.