Customer Service very very Poor!!!

Never order anything from FNB Connect. I ordered a Xiaomi S10+ Robot from them after 1 week it stopped dispensing water which means Mop Function doesnt work. I made Contact with FNB and explained the situation they said i must take Photos of Robot and send through to them it will take 2 Working Days and then another 10-12 Working days to send away for Investigation. I told them i spoke to Xiaomi Canal walk and i am the 3rd FNB customer to phone them about Faulty Product as well as on Website it is a Common Problem not dispensing water. I told them why should i wait that long for Faulty product which they supp****??? What happend to decent Customer Service??? I asked FNB the Manager of Department should Contact me it has been 2 weeks and they still have not made Contact. I wanted to Cancle where they said i will have to pay Penalties. I have been with FNB for 14 Years i am Private Wealth Customer with them and this is how they Treat their Customers. I am at this point of moving everything away from FNB.